3300 S. 14th Street, Suite 212
Abilene, Texas 79605
325.692.3000 – Tel
325.692.3002 – Fax
New York City Support & Services
212.422.3700 – Tel
212.422.3720 – Fax
Map - Abilene Office
Our Clients Case Studies – Case 3 — International Communications Company
Becoming the chosen outsource provider for a global satellite communications company has allowed Ferris Consulting to gain the enhanced knowledge and experience that comes with supporting an international organization. Ferris Consulting provides this client with on-site help desk and desktop support for their 1000+ users who reside within their US headquarters location, as well as limited 24 x 7 support for the balance of their employees located at remote sites throughout the world.
As this client's outsource partner, we manage all help desk and desktop support activity, ranging from taking end user calls to moving desktop machines. These efforts are directed by an experienced team of Ferris Consulting professionals operating out of the client's headquarters in New York City.
One of the unique features of this program is the effort to build trust between the client user community and the Ferris Consulting Help Desk and Desktop Support team. As part of this effort, Ferris Consulting has implemented a plan to actively market the help desk and its services to the end user community, so that our client reaps the maximum benefit from our outsourced service.
We pay close attention to quality issues through customer satisfaction surveys and follow-up calls that allow the help desk analysts to get to know the end users and their expectations, as well as identify recurring technical issues. Equipped with this knowledge, Ferris Consulting is able to improve the service provided by the help desk on a day-to-day basis.
This relationship has allowed our client to focus on their core business and has allowed us to do what we do best – provide a world-class help desk solution and support staff.