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Global Care for Salesforce

The Global Care service program has opened doors for new customers, with the first on being Salesforce already in operations and Vodafone currently in transition with 12 countries on the map. Through the Global Care service program we are now delivering Global Service Desk support for all audio, video and unified communication solutions for up to 5 000 devices in 4 of the largest Salesforce locations.

SO WHAT IS IT?

You might ask what is the Global Care service program and why these customers are interested in it! The Global Care Service program was designed to simplify the process for obtaining reliable and dependable around-the-clock support for Customer’s audiovisual and video collaboration systems worldwide, with centralized service requesting, tracking, coordination and reporting.

SO WHAT IS IT?

You might ask what is the Global Care service program and why these customers are interested in it! The Global Care Service program was designed to simplify the process for obtaining reliable and dependable around-the-clock support for Customer’s audiovisual and video collaboration systems worldwide, with centralized service requesting, tracking, coordination and reporting.

THE BACKSTORY

Atea Global Services was approached by GPA to help them form a Global Service Desk for the Global Care service program, to offer customers one centralized source for all audio, video and unified communications solutions.

For over 10 years GPA member organizations were located near the customer’s facilities worldwide and provided trained and certified field services and reporting on their solutions locally.

GPA had a vision to help customers have a single point of contact for initiating and monitoring service activity worldwide on the audiovisual service & support by combining a 24/7/365 Service Desk with in-country technical support delivered by Local Service Providers,

After months of planning and design it became clear to all stakeholders that the implementation would take several months, which we did not have at that time, as one of our first customers was close to signing the agreement.

THE BACKSTORY

Atea Global Services was approached by GPA to help them form a Global Service Desk for the Global Care service program, to offer customers one centralized source for all audio, video and unified communications solutions.

For over 10 years GPA member organizations were located near the customer’s facilities worldwide and provided trained and certified field services and reporting on their solutions locally.

GPA had a vision to help customers have a single point of contact for initiating and monitoring service activity worldwide on the audiovisual service & support by combining a 24/7/365 Service Desk with in-country technical support delivered by Local Service Providers,

After months of planning and design it became clear to all stakeholders that the implementation would take several months, which we did not have at that time, as one of our first customers was close to signing the agreement.

THE POC

Soon we realized that we had to go for a Minimum Viable Product to have a Proof of Concept, which could be implemented in a shorter period with the least effort. This would allow us to launch the service, on-board our first customer, and collect the maximum amount of validated learning on the customer to build only the missing and necessary features on top.

We arranged a workshop with the Global Care Service Owner to prioritize and focus on the core functions and processes, crucial for the service delivery. AGS took as a base and enhanced the already existing Catch & Dispatch service, Educated Service Desk agents, customized ServiceNow ITSM for GPA specific incident management, asset management, and reporting purposes, and customized Cloud Reports platform for custom Global Care service program reports. Service Reporting Tool for Local Service Providers was built from scratch to Initiate cases in ITSM and Report on progress and SLA compliance.

THE POC

Soon we realized that we had to go for a Minimum Viable Product to have a Proof of Concept, which could be implemented in a shorter period with the least effort. This would allow us to launch the service, on-board our first customer, and collect the maximum amount of validated learning on the customer to build only the missing and necessary features on top.

We arranged a workshop with the Global Care Service Owner to prioritize and focus on the core functions and processes, crucial for the service delivery. AGS took as a base and enhanced the already existing Catch & Dispatch service, Educated Service Desk agents, customized ServiceNow ITSM for GPA specific incident management, asset management, and reporting purposes, and customized Cloud Reports platform for custom Global Care service program reports. Service Reporting Tool for Local Service Providers was built from scratch to Initiate cases in ITSM and Report on progress and SLA compliance.

ONBOARDING SALESFORCE

Salesforce was the first customer to sign up for the Global Care service program, and AGS took the responsibility to onboard the customer.

Thanks to the POC we had with GPA earlier this year, we were fully ready with the tools and processes for this transition, still during transition we faced issues, which we could not simulate during the POC. Thankfully, this did not affect the service provided to the customer, since initially it was agreed with our partners at GPA to continue handling service requests throughout the whole transition, while we were finetuning the tools and processes for Global Care service program.

After piloting with the customer, we officially launched the service for Salesforce in mid-September and recently finished Hypercare phase.

ONBOARDING SALESFORCE

Salesforce was the first customer to sign up for the Global Care service program, and AGS took the responsibility to onboard the customer.

Thanks to the POC we had with GPA earlier this year, we were fully ready with the tools and processes for this transition, still during transition we faced issues, which we could not simulate during the POC. Thankfully, this did not affect the service provided to the customer, since initially it was agreed with our partners at GPA to continue handling service requests throughout the whole transition, while we were finetuning the tools and processes for Global Care service program.

After piloting with the customer, we officially launched the service for Salesforce in mid-September and recently finished Hypercare phase.

WHAT TO EXPECT IN THE FUTURE

We are still actively working on improving the service and the tools. Currently AGS is working on combining all the tools into a one-stop web platform for Global Care service program, where the customer will be able to submit case and Local Service Providers could submit cases, update on the case and look at the reports.

For AGS this is a great opportunity to show high level of service we provide for AV support, and hopefully get the customer’s attention to other services that we offer. We are currently in talks with our GPA partners and look much forward to start onboarding our next GPA customers. Stay tuned!

WHAT TO EXPECT IN THE FUTURE

We are still actively working on improving the service and the tools. Currently AGS is working on combining all the tools into a one-stop web platform for Global Care service program, where the customer will be able to submit case and Local Service Providers could submit cases, update on the case and look at the reports.

For AGS this is a great opportunity to show high level of service we provide for AV support, and hopefully get the customer’s attention to other services that we offer. We are currently in talks with our GPA partners and look much forward to start onboarding our next GPA customers. Stay tuned!

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