The Vocal Managed Services team will kick off operations today, with the launch of a new secure customer portal, and a new departmental structure, delivering a differentiated range of support services to meet the diverse needs of iModus customers, globally. Service levels are offered to meet customer needs for account support, administration, contact data management, training and system reporting. Intrinsic to the iModus managed service delivery is detailed monthly management information reporting for every iModus customer with a managed service agreement. These reports will provide the necessary information to assure customers of the 100% server uptime statement for iModus.
Managing Director Trevor Wheatley-Perry said, “After months of planning and preparation, I’m pleased to make our transition from a reactive Customer Support to a proactive Managed Services approach, effectively delivering a defined set of services depending on each customer’s Managed Service Agreement. Through our Managed Services contracts, we will provide our customers with the resources to manage the day to day activities, deliver against defined service level agreements, and through the transparency of monthly MI, offer the confidence of 100% iModus server uptime. These improvements have been driven by the demands of our increasing global customer base and the needs of our customers. In the run up to the Olympics, our customers are looking for reassurance that iModus will withstand the pressures that the Olympics will bring. iModus has always had 100% server uptime and connectivity, and our BCM arrangements will ensure this continues through the Olympic period.
As part of the change, Darrell Durrant has been promoted to head up the new Managed Services team. Darrell has been with Vocal for 5 years, winning and being shortlisted for “Employee of the Year” a number of times and is well known by many Vocal customers for his ability to “get things done” and delight customers. “The new Managed Services approach will enable us to support customers more proactively than ever, tailoring our services to their individual business requirements. Most importantly, through this transition, we have invested in staff training and development to ensure our focus is on first call resolution for our customers.” Added Darrell Durrant, Operations Manager, Vocal.
All Vocal customers will be contacted directly during May 2012 with details of how the Managed Services Team will be working directly with their individual Account. Additionally we are working with a large number of our customers employing “Stress Testing” processes to help them plan and respond to situations as they arise during the Olympics.
Vocal supports over 1500 public and private sector organisations, globally. 24 x 7 technical support, telephone support, email support and access to an online help desk portal ensure that iModus users are supported, through any event.