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Vendor Management

We help you hold your vendors accountable by delivering near real-time measurement of vendor service quality. Not only do we identify gaps in service levels, but we take it a step further by identifying root causes at both the micro and macro levels. We also help train your vendors to be more effective by providing specific information on what parts of their processes are breaking down and why the problems are occurring.

Examples of vendor management support we’ve provided include:

• Repair:

  Verifying the quality of vendor support provided and fixing issues with escalated internet tickets.

• Sales:

  Ensuring accuracy of work orders and proactively fixing errors while the order is in pending status.

• Truck Roll Avoidance:

  Reviewing all vendor generated trouble call tickets to proactively identify opportunities for a remote solution instead of rolling a truck.

• First Contact Resolution Management:

  Tracking customer interactions to determine real first call resolution rates and identify causes of customer contact channel bounce (e.g. from chat to voice support).

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• > Customer Interaction Measurement

• > Vendor Management

• > Tiered Technical Support

• > End-User Support

• > Reporting & Analytics

• > Business Support Services