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CyLynx has designed a five step implementation process to facilitate a smooth transition in the transfer of your customer support functions to CyLynx. Through this process, we gather information regarding your company's support needs and we incorporate it into our services to deliver seamless support services to your customers.
We'll be ready to go in just 3 to 6 weeks!
1. Sales
The CyLynx Implementation Process begins with the closing of the sale. Once you agree to outsource your support functions to us, we affirm the deal through the signing of the Support Services Agreement and the payment of the Setup and Implementation fee. Your Sales representative passes on your requirements to his assigned Service Delivery Agent.
Assigned to you --> Service Delivery Agent
2. Pre-Enlightenment (Estimated 3 days)
Quickly after submitting your Support Services Agreement, you will be contacted, either by phone or in person if necessary, by one of CyLynx's Service Delivery Agents (SDA's). The Service Delivery Agent is your primary point of contact for all issues encountered during the Implementation Process. He is assigned to conduct a detailed technical and needs analysis of your company's operations, with an emphasis on gathering information and documenting your existing support operation. The data gathered by your SDA is then submitted to CyLynx's Director of Service Delivery, who assigns to you a fitting Team Leader, who is responsible for overseeing your support team.
Assigned to you --> Team Leader
3. Enlightenment (Estimated 2-3 weeks)
Your Service Delivery Agent transfers the gathered information on your company to the Director of Service Delivery and your Team Leader. A support team, either dedicated or shared, is assigned to service your customers. The gathered information is rendered into an intense training program, which is incorporated into CyLynx University, our comprehensive and ongoing training and education structure. Training conducts something we call "SWAT" training to quickly gear up and train your support team on your company's technology and support methodology.
Assigned to you --> Support Team (Dedicated or Shared)
4. Immersion (Estimated 1-3 weeks)
The support engineers assigned to handle your support spend hours reading through your documents, testing the control panel capabilities, and perusing through past support email correspondence. After all tasks have been carried out and completed, Quality Management conducts a dry run of the service. Once we feel confident to begin supporting your customers, we invite and encourage you to test the service for yourself and give us your assessment of it. These internal and external tests are conducted to guarantee excellent quality service for seamless support.
Assigned to you --> Toll-Free Number(s) and Telephone Line(s)
5. Launch
Once you are satisfied with the service or the critical issues have been addressed and resolved, we go LIVE.
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