Bromcom Support
Service Management Strategy
Experience
As a specialist supplier for 30 years we understand the education market. Our staff have a wealth of knowledge and years of experience of working in education; be it as former teachers, lecturers, managers or support staff.
Today a school's MIS system is 'mission critical' and busy staff need the reassurance and peace of mind that comes from knowing qualified support is always at hand.
Most important of all schools will want dedicated and fully trained support staff who know them and their systems.
Focus
Bromcom's own MIS is the culmination of 10 years of customer feedback and experience and offers schools and colleges the most comprehensive method of electronic data collection and management.
Our trainers and engineers are experts in this specialist field and are dedicated to delivering the highest levels of customer service and satisfaction. When dealing with Bromcom you are dealing with the company that developed the original concept, wrote the original software and has gone on to enhance it steadily over the years.
Service Management and ITIL (IT Infrastructure Library)
Bromcom Support Services follows an ITIL-aligned framework for the delivery of quality service and value to our customers. The IT Infrastructure Library (ITIL) developed out of other recognised quality standards such as ISO9000 and has been adapted to specifically address the management of IT services. Originally developed by the UK Office of Government and Commerce (OGC), it is now used and recognised globally.
Key areas ITIL provides practical guidance for include delivering high-quality service and emphasising customer relationships, as well as providing a communication framework for IT staff and customers.
Best Practice
Bromcom's support processes are aligned with the recognised best practice and standards within the IT industry - the ITIL Service Management framework and the ISO 9001:2000 quality approach.
We systematically apply standards and best practice, leading to demonstrable benefits.
- Increased customer focus aligned with our business
- Improved communication with customers
- Services delivered that match and exceed customer quality expectations
- Budgetary planning and long term cost control to deliver value for money
- Improved management of services
- Improved services and continuous service improvement
Benchmarking
Formal Benchmarking against the ITIL framework is undertaken via the self assessment tool developed by the Office of Government and Commerce, comparing performance to ITIL best practice.
Quality Procedures and Contract Management
Bromcom has adapted its Quality Procedures and Contract Management to align with recognised industry standard best practice to meet the needs of the company and its customers.
This started in the early 1990s with the alignment of core activities with BS 5750, which was later revised and updated in accordance to ISO standards with guidance from the likes of Becta and Office of Government Commerce (OFG).
The most recent alignment was to ensure process and procedures were aligned to BECTA's FITS and OGC's Contract management, with ISO 9001:2000 quality approach. Bromcom has started to work towards ISO 9001:2000 certification and during 2010 intends to seek certification.
Bromcom's quality procedures are operated within its Quality Management System.
Contract management is a process within our Quality System that primarily addresses managing service delivery, managing the relationships and managing the contract:
- Service Delivery; to ensure that the service is delivered as expected, meeting agreed levels of performance and quality
- Relationship Management; to ensure the relationship between all parties is open and constructive, with early identification of issues of concern and intension to quickly resolve or at least minimise impact until resolved
- Account Management; to formally control contract and any changes therein
The system is evolving to meet the continuous improvement feedback and additional compliance requirements. As the Quality System also evolves to incorporate all areas (security, health & safety, environmental, etc.) in one system, integration of new compliance requirements are easier to accommodate as integrated processes.
Support
A key factor in ensuring customer peace of mind is making sure that expert help is just a phone call away. Bromcom's Help Desk has gone from strength to strength, consistently outperforming industry standards.
Regionalised teams ensure swift and friendly support, providing a personal relationship between the customer and support team.
Each call is logged on a database which is available to all our Help Desk staff. Should a problem prove difficult to track down, a record of all calls is available as a resource to help with investigations. Unique job numbers are issued for every new call to avoid the need to go over the same ground if a fault recurs.
Care
As well as a dedicated Help Desk service, Bromcom provides full service from our Customer Care department.
The Customer Care department mirrors Help Desk and consists of office based staff and field based engineers to ensure the best possible after-sales care.
These teams supervise every aspect of your installation from initial site survey to system training as well as addressing day to day maintenance. All their activities are logged too with detailed records.
A large proportion of our field engineers are trainers as well. This means that they are thoroughly familiar with all aspects of the system and its modules.
Performance
Performance is monitored by the use of Performance Indicators. Utilising the ITIL Incident Management Reporting system, objective, quantifiable and measurable PI's are gathered using statistics from management procedures, reports and Help Desk customer surveys.
| Average incoming call duration | Under 5 mins |
| Average wait before call is answered | 6 secs |
| Calls answered within 30 seconds | 98.28% |
| Calls answered | 99.82% |
| Average call closure time | 51 mins |
| Average on-site issue resolution time | Under 24 hrs |
Peace of Mind
- Free software enhancements
- Engineer service calls if required
- Staff available to provide support Mon-Fri 8am to 5:15pm
- Real time remote support via dialup or VPN
- On-line progress report tracks all stages of your reported incident
- Regional teams of office and field-based staff
- Free CRM review meeting
- Support through installation to implementation
- A responsive break fix field service
- Dedicated Support site with useful downloads
- A dedicated Account Manager
- No unexpected bills
- Pro-active system health checks
- Enhancement requests considered in future releases
|
