Objective

Managing Service Desk Operations is like conducting a 75 piece orchestra—ensuring that all the "instruments" are playing the same music, in harmony, at the same tempo. Keeping quality assurance, workforce management, telephony, training, and HR in synch to exceed customer expectations.

Why it's Necessary?

When you realize that more than half of all service requests occur in an 8 hour window between 2pm and 10pm—you begin to truly understand why providing excellent customer service is a daily struggle for survival. Professionally managing these daily spikes—while maintaining your sanity and reputation for excellence—requires a variable-sized staff of service professionals.

What Makes it Cool?

When it's the first day of the semester and the line to your Financial Aid office is not around the corner and your IT team isn’t threatening to unplug the phones... now that's cool.

Method of Use and Deployment

Presidium works with each client to determine the right ESM path to service excellence based on your internal strengths, objectives, and requirements. The solution for an online MBA cohort program seeking enrollment support will look quite different than the solution for a large community college that wants to reduce the cost of packaging financial aid.

Why it
Makes a Difference?

It may seem counter-intuitive, but providing awesome customer service 24/7 is actually less costly than fielding calls only from 9-5. Why? Because you are able to solve almost all of your students' issues with a single in-bound call—no endless rounds of phone tag, fewer parent complaints, no angry mobs.

By looking at the ESM environment holistically, you are addressing Service as part of your core strategy—not as a necessary evil.