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Remote technology management - how can leveraging global support
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Remote technology management - how can leveraging global support
models reduce cost and improve uptime?
OPINION PIECE
Dimension Data is taking contact centre managed services to a whole new level. More
companies than ever before are examining how they deliver on their core business
and seeking ways to increase efficiency and reduce costs. By thinking strategically
about their core services and partnering with contact centre experts, companies
are able to take advantage of the market-leading skills and expertise of strategic
partners, and focus on what they do best.
One of the ways Dimension Data has found to offer
increased value to discerning clients is through a managed
services framework that applies an end-to-end approach. By
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tre o nc
offering full lifecycle contact centre IT support, companies
Cen e
can maximise their return on investment, enjoying improved
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availability with less effort. Dimension Data Cape Town CIS
anaged Servi
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General Manager Simon Cranswick says, “it’s about working
Reactive Service Proactive
naged Ser
with a strategic business partner that can deliver technology Support Delivery Support
solutions and improve and innovate its service.” Services Management Services
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vice
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This proactive, outcomes-oriented management approach Third-Party
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s
appeals to contact centre operators who are under pressure Management
to find ways to deliver better service with less resources.
One such company is German airline, Lufthansa. Cranswick
explains, “searching for ways to lower costs and be more
efficient, Lufthansa saw the value in using a remote service
management model to manage its contact centres across the s Innovation - new business benefit, ideas and new
world. It needed its centres to be highly available - 24x7 to all innovations through technologies and managed risk.
of its customers.”
Innovation is critical to the success of managed services.
Like Lufthansa, many companies are placing contact centres Cranswick points out that customers are looking for more
at the centre of their customer service strategies. This means than just a supply of technology; “through a strategic
that stability is more important than ever before. Companies business partnership, Dimension Data keeps its customers
are reliant on contact centre systems to support critical up to date with what’s going on by regularly developing
services – and remote managed services (RMS) ticks all the and reviewing roadmaps of projects, looking at priorities,
boxes. It offers thorough end-to-end management of their dependencies and value to the business (ROI). Through
systems whilst being flexible, customisable and proactive. managing and maintaining contracts, we can innovate
and identify solutions to problems and optimise managed
Dimension Data’s managed services framework is made up services to benefit all clients.”
of four strands:
s Support - proactive maintenance and monitoring Within a contact service environment, service availability is the
linked to SLAs most obvious requirement. Companies aim for upwards of
s Management - full lifecycle support on infrastructure 99.98% service availability. Besides the ‘always available’ benefit,
and systems to maximise return on current IT there are other positives in using a remote managed service:
investment, better quality and service delivery s 24x7 access to a pool of specialists, reducing
s Improvement - understanding business strategies excessive standby duties
and aligning IT with business, developing an IT s Proactive approach to service delivery with close
strategy and vision, efficient use of capital monitoring aiming to catch incidents before they happen
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OPINION PIECE
But can it work for everyone?
s Centralised administration model with strict change While a global service contract may promise to add
controls to maintain stability immense value to your company, it might not work for you.
s Economies of scale - dedicated on site vs shared Companies with massive in-house IT operations are less
resources off site is much more cost effective. likely to gain maximum benefit unless they’re looking to
cut costs. The full benefits come to companies that need
Even with the evolution of technology and networks, continuity of service but can’t put dedicated resources
offering such benefits is no small feat. Managed services behind the task.
must be backed up by a sound process and skills base.
Cranswick says, “this is where South Africa’s value Cranswick says it’s important to make the decision based on
proposition is so attractive. By placing the responsibility two important factors: “One - organisations need to be mature
for managing the availability of contact centre services in and decide what is core to their business and what can be
South Africa, Lufthansa have managed to access people, outsourced; and two – to make sure they’re outsourcing to
processes and technology at a much lower cost.” a capable organisation with experience in delivering against
contractual targets.”
And by getting Dimension Data to manage processes and
About the Author: Simon Cranswick is General Manager for Dimension
deliver on agreed service levels, Lufthansa got rid of its
Data’s Customer Interactive Solutions in South Africa’s Western Cape
headache of managing multiple contracts. The result has region. He has 13 years experience in the contact centre industry and has
a strong vertical knowledge of the telco service provider space.
been a service with improved availability for customers
and real savings through leveraging economies of scale. His experience covers virtual contact centres, outsourcing, knowledge
management, self-service, MIS, customer satisfaction and quality
solutions and development of sustainable Managed Services models.
To deliver a 24x7 service means providing a lot of He is passionate about his team’s ability to deliver Remote Managed
Services for contact centres in offshore markets – and believes
manpower to give you round the clock coverage. This is strongly in understanding contact centre operational drivers and
challenges. Doing this ensures they have a solid starting point for
why the shared services model is so useful. Cranswick
driving solutions into customers rather than pushing technologies to find
says, “it lets us cross-pollinate the accounts with the business problems. Value propositions are led through business demand
and more often than not enabled by key technologies, so his message
knowledge of the shared core team whilst reducing the risk
is, “make sure you are including the contact centre operations in your
of depending on one or two key dedicated specialists.” strategic planning.”
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*trading as Datacraft Asia Ltd
CS / DDCC-0557 / 06/09 www.dimensiondata.com
