The Advanticom Solution
Advanticom recognized the severity of the issue and the urgency in which this client needed a resolution. Advanticom developed a managed services solution that started by assigning a number of their service desk engineers to join a unified service desk with the client’s remaining service desk staff. This group worked collectively to handle all incoming tickets. The Advanticom engineers took any tickets that were at risk of SLA escalation and all new inbound tickets. Ticket overflow would then go to the larger service desk pool of resources if necessary. Documentation and managing the process were essential to the success of the client, especially during the transition period, so everyone was instructed to use the client’s ticketing system to log all activity and time. The Advanticom focus was to deliver the right solution, with a supportive approach, while improving first call resolution, and lifting the credibility of the department by instilling confidence in their employees.