Methoda consults and guides organizations through the establishment and improvement of service centers. Service desk- our service is varied and customized to the client’s needs, with a focus on creating added value by incorporating quick wins and continuous improvement.
- Methoda’s service include assessing the service center’s function and the required processes in order to establish improvement processes
- characterizing and implementing upgraded processes, such as: error management, service request management, problem and change management
- establishing an SLA structure – and SLM service control – based on our existing bank of metrics,
- selecting support tools, such as ticket management, SD – telephony, IVR, ACD, CTI – IP exchange,
- building a service catalog,
- establishing service organization,
- knowledge management,
- user surveys: hot survey and periodic survey, and
- implementing continuous improvement process.