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FileVision Improves Response Time, Efficiency for IT Channel Service & Maintenance Provider ServiceKey
ServiceKey taps into information relationship management solution FileVision to improve hardware maintenance and support services for channel partners certified to its ISMO standards
ATLANTA, June 17, 2008 – When ServiceKey LLC, an independent service and maintenance organization (ISMO), began offering ISMO certification for channel partners using its hardware maintenance and support services, it needed an innovative way to organize, access and store all the information from communications with partners. Office productivity solution FileVision provided the answer for ServiceKey’s need to more efficiently and productively service customers of its ISMO certified-partners in the form of information relationship management.
ServiceKey’s expertise comes from over 25 years experience in channel management and strategies. ServiceKey’s ISMO certification is designed to help resellers, brokers and other channel partners achieve higher margins by selling multiplatform maintenance and support services for mid-range servers, networking and storage equipment. These partners own the support contract and its residual revenue stream.
“We have a technical account call center – for thousands of customers who regularly access our services through ISMO-certified partners. Services are offered under the certified partner’s name, so their quality, reliability and efficiency are critical to us in helping our partners build their brand in today’s competitive channel. We’d outgrown our previous call management system, and needed a system that offered more flexibility like FileVision does,” said Angela Vines, Vice President and Co-owner, ServiceKey.
FileVision’s electronic information and document management features enable ServiceKey to automate and run all customer support operations for ISMO-certified partners through the solution. When a customer needs help with a problem, or a field service call is made, all of the notes, inquiries, questions, reports and results are documented in one file that is secure, up to date and easily accessible to authorized users in different departments within ServiceKey’s ISMO support structure.
“From the time a customer calls in and a ticket is created for the service, FileVision creates an all-in-one-place file where that customer’s information is stored, updated and accessed by everyone in our company from the help desk to accounting and sales to operations. As an ISMO, our deliverable is service, so when a call comes in, it touches every other aspect of our business as a result. By automating the entire process with FileVision, we saved time and money from day one, and we are better supporting our ISMO-certified partners,” said Vines.
FileVision also helps ServiceKey maintain higher levels of compliance and standards necessary to service and retain ISO 9000 organizations as channel partners.
“As an ISMO, ServiceKey adheres itself to a standard as high as ISO 9000s. Its structure focuses on providing quality customer service and complying with industry and government regulations, in addition to meeting environmental objectives. FileVision, as a solution that helps companies significantly reduce their use of paper and dependency on paper-driven processes, enhances the company’s mission to meet these standards,” said Laurie Shufeldt, VP of Strategic Business Development, FileVision.
About ISMO ISMO is an independent service and maintenance organization that certifies its channel partners to provide branded, multiplatform information technology (IT) maintenance and support services throughout North America for mid-range servers, networking and storage equipment.With ISMO certification, channel partners can tailor basic or complex solutions under their own name, from simple 24/7 help desk support to four-hour on-site service, while owning the service level agreement (SLA) and its revenue stream. ISMO certification is available to resellers, independent software vendors (ISVs), original equipment manufacturers (OEMs) and leasing companies. For more information on ISMO and how to receive certification, call (877)-GO4-ISMO or email info@goismo.com.
ISMO was created by ServiceKey LLC, an IT service management company with over 25 years experience in channel management and strategies, as a way to address the need for higher margins and stronger brand identity in today’s competitive channel. More information is located at www.servicekeytss.com.
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