“Immediate, expert technical support for off-the-shelf software and mobile devices”

World Class Support by theITSupportCenter

“Immediate, expert technical support for off-the-shelf software and mobile devices.”

“Immediate, expert technical support for off-the-shelf software and mobile devices”

theITSupportCenter’s Focus

100% focused on

Immediate, Expert Technical Support

for off-the-shelf software and mobile devices

We support 200+ applications, versions and mobile devices

“Immediate, expert technical support for off-the-shelf software and mobile devices”

We are available 24 / 7

All calls answered by a Certified Tech Advisor - no phone menus or recordings

We answer on average in less than 10 seconds

World Class Service Levels

Access to over 850

Certified Tech Advisors

Our advisors are all certified professionals

Advisors are trained on the functions and features of off-the-shelf software and mobile devices

All Live Support

We have capacity for >3,000 calls a day

We are prepared and ready to support your organization's use of off-the-shelf software and mobile devices

All calls answered in

North America

“Immediate, expert technical support for off-the-shelf software and mobile devices”

We answer the call as your internal help desk

● We walk the end-user through to a solution until they are completely satisfied

● Average resolution time of 6 minutes

The 800 # is put behind a ‘pick-option’ on your internal VRU

Sample wording:

Weintegrate

seamlessly with your IT department

&are seen as

an extension of the service

desk

Service Setup

1

2

3

We set up a dedicated 800 # for each client

● Unique number allows us to identify the source of each call

● Our system provides Advisors with any information unique to your account

Option Scripting Action

1 “...For password resets, please press ‘1’ now...” Caller is transferred to internal Help Desk

2

“...For desktop application questions, such as Microsoft Excel, Word, PowerPoint or Outlook, please press ‘2’ now…”

Caller is seamlessly transferred to theITSupportCenter where our Advisors answer as your internal Help Desk

3“...For hardware, network or all other issues, please press ‘3’ now...”

Caller is transferred to internal Help Desk

“Immediate, expert technical support for off-the-shelf software and mobile devices”

theITSupportCenter Service Level Metrics

For the period 10/1/2013 - 12/31/2013

Average Hold Times

Time to Reach a Certified Tech Advisor0.11%Average abandonment rate

theITSupportcenter answers all calls by a

Certified Tech Advisor

within

two rings

86% calls routed to dedicated support teams

PrimarySecondary

Tertiary

“Immediate, expert technical support for off-the-shelf software and mobile devices”

90%First call

resolution rate

theITSupportCenter Service Level Metrics (cont’d)

For the period 10/1/2013 - 12/31/2013

Support Call Complexity

Peak Call Periods Call Distribution by Application

“Immediate, expert technical support for off-the-shelf software and mobile devices”

Detailed Reporting

theITSupportCenter tracks significant detail about each call

For each call we report: Example:

Date of call 1/13/2014

Caller Jessie Holmes

Department, office, billing code, etc. Marketing

Duration per solution 5.5

Application/Device supported iPhone 5s

Problem category Exchange Calendar Sync

Resolution Modify mail days to sync in settings

Multiple reporting options are available and customizable● Reporting types include, but are not limited to, call resolutions, billing detail by groups, locations, etc.,

heat Map to show issue areas and trends

● Our ticketing system is built on a Salesforce engine and reports can be customized by our

programmers to fit your needs

Reporting is available at your desired frequency, and online for your review

“Immediate, expert technical support for off-the-shelf software and mobile devices”

Gartner Study:Traditional Service Desk Model is Failing

High Impact, Value Added Support for End-Users

Your end-users will love you for providing this support93%CSAT Score

High Impact: End-users can feel and quantify service value after spending >1 hour of their own time on an issue, and then get an answer in ~6 min.

Source: Gartner

Expand scope of Service Desk and efficiency of overall IT Organization

“Immediate, expert technical support for off-the-shelf software and mobile devices”

Contact

One Tower Bridge100 Front Street, Suite 200West Conshohocken, PA 19428

855-902-3600

www.theitsupportcenter.com