Change readiness and training is just the beginning of the user adoption journey. Users are now back at their desk, have questions and need guidance. Resolving their issues immediately is key to eliminating frustration and keeping them on the user advocacy path.
With EMMsphere OnCall, your users can pick up the phone and get the support they need the moment they need it. Our Service Level Agreement stands behind this promise and gets you the “thumbs up” you need.
Save Time and Money
Don’t reinvent the wheel. Leverage EMMsphere’s support infrastructure, proven processes and user enablement team to deliver timely and reliable supports.
Free Your Team Up
Let EMMsphere handle the reactive time sensitive user support activities. Enable your team to focus on proactive user engagement, listening to and understanding what they need.
Areas of Expertise
Centralized Issue Capture
- Call-In for Live Support
- Email Submission to Issue Tracking System
Performance Based SLA
- % Call Pickup
- Call Pickup Speed
- Abandon Calls
- Issue Response & Resolution Time
- % First Call Resolution
Monitor, Update & Status Issues
- Track and Respond to the Ongoing Communications with the Issue Submitter
- Update Ticket with Progress Details
Reporting & Analytics
- SLA Performance
- Issue Status
- Trending Issue “Hot Spots
- Training Related Questions & Guidance
- User Service Requests Personalized to Your Solution & Process