ValCom has been an innovator in implementing cost effective help desks that drive down the cost of supporting technology while increasing the quality of the end user’s experience. Through the ITIL foundation of service management, ValCom has made huge impacts on corporations that want a professionally staffed single point of contact environment. For example, a chemical company asked ValCom to re-engineer how their help desk operated. Customer satisfaction was very low and as a recent IPO company, they needed the ability to document what work was performed on their IT assets. Within a few weeks, ValCom completed defining repeatable processes, established service level objectives, determined accountability and established management controls in ValCom’s WebSPOC application. ValCom staffed the customer’s on-site help desk and increased the customer satisfaction level to 95+% by following best practice guidelines and monitoring management reports.

Another customer‘s help desk was overloaded from recent acquisitions and turned into a reactionary center for fire drills, resulting in slow response times and unsatisfactory customer support. ValCom established certified work flow processes, escalations, service level objectives and a single point of contact help desk environment. The results were that service provisioning was reduced from an average of 33 days to under 4 days, scalable processes were established that handled over 300% of the originally anticipated call volume without increasing help desk staffing, escalations became nearly non-existent, customer satisfaction maintained a trend rate of 97% and through the elimination of overtime, consolidation of calls to the help desk and more efficient use of resources, the customer enjoyed a savings of over $70,000 per month in labor costs.

Deskside Support
ValCom has many technicians and engineers stationed at clients’ locations on a full time basis. The advantages to augmenting your company's IT staff are numerous and include:

• Ease of hiring
• Flexible scheduling
• Cost of salary and benefits
• Allowing your staff to be used for escalations and relieving them of repeatable processes
• Bringing additional skill sets to the organization
• Ability to provide warranty services

ValCom can place a technician with the correct skill level within your organization to aid in any IT related activity. Our flexible programs can be for long term contracts with service level objectives or short term to cover for temporary shortages.