What's included

• Assessment and Planning

  Conduct an initial assessment to understand client needs, define service levels (SLAs), and identify key support requirements. Develop a comprehensive support plan outlining support channels, response times, and escalation procedures.

• System Implementation

  Set up and customize the ticket management system to track and manage customer inquiries effectively. Establish and integrate a knowledge base and self-service portal.

• Team Training

  Train the support team on using the ticketing system, handling customer inquiries, and following escalation procedures.

• Service Launch

  Launch the support services with 24/7 or agreed-upon availability, ensuring all systems and processes are fully operational.

• Monitoring and Reporting

  Monitor performance metrics, including response times, resolution rates, and customer satisfaction scores. Provide regular performance reports to track adherence to SLAs and identify areas for improvement.

• Continuous Improvement

  Gather customer feedback and analyze performance data to make ongoing adjustments and optimize the support process.

• Review and Handover

  Conduct a final review with the client, provide comprehensive documentation, and ensure a smooth transition to ongoing support or internal teams.