BT Servassure document for internal use only. Sales Aide. Services in safe hands. Assurance services. Supported by. v1.0908

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1 BT Servassure document for internal use only Sales Aide Assurance services Services in safe hands v1.0908

2 i Contents click on the page title below to be taken directly to that page: BT Servassure partnership page 1 Maintenance assurance page 2 Inventories and audits page 4 On site specialist page 9 Project management page 11 Service delivery management page 13 Single point of contact (SPoC) page 15 Handset repair and refurbishment page 17 Logistics and storage page 19 Managed services page 21 Case studies page 22

3 Page 1 BT Servassure partnership BT has partnered with Servassure for over 20 years, to build on BT's own in-house capabilities, offering extended addedvalue services to our customers. The partnership brings agility and flexibility, with all services delivered seamlessly on behalf of BT. Servassure has heavily invested in their relationship with BT and now run a dedicated BT branded team and support portal: Account team: Field and desk sales and consultants, engineers, technical support, and project and service delivery specialists. BT branded SPoC desk: Specifically for BT with one number to call: Easy to use online portal that was designed and built entirely to support BT. Benefits to BT Single point of contact for all queries, support and customer service rapid engagement Quick and easy access to a broad range of tried and tested technical skills Consistency of skills and expertise Dedicated team of BT own known and inducted engineers and technical specialists An agile and knowledgeable account team that fully understand BT s model and practices Extensive range of specialist and high quality skills The Servassure Mix and Match approach that allows different levels of skills and expertise to deliver cost effective installation and deployment projects Servassure: making a difference One of the largest nationwide engineering forces in the UK Flexible and practical options for cover and SLAs Cover in the UK Dedicated BT team working as an extension of BT Complete understanding of BT processes and internal structures

4 Maintenance assurance Our unique business system care service is available Supporting organisations of all sizes across all industry sectors, we pride ourselves on providing the highest quality,cost effective services.our service capability is second to none as we have decades of experience at delivering excellence in service. With one of the largest nationwide network of engineers in the UK, we have a national presence with local support. Standard Care: , Monday to Friday (excluding public/bank holidays), with a guaranteed next-day response time for faults reported before 5pm Total Care: 24 hours a day, seven days a week, all year, with a guaranteed four-hour response time from the receipt of a fault report Custom Care: Attendance hours, response times and fix times tailored to your customers specific needs (this can include having an engineer permanently on site) Prompt Care: , Monday to Saturday (excluding public/bank holidays), with a guaranteed four- hour response time from the receipt of a fault report What do your customers get? Customer benefits include: Reactive, break/fix support - rapid telephone response and advise on faults, configuration issues, moves, changes and user features Proactive support - detecting and fixing faults before your customers experience them** Remote diagnostics** for corrective maintenance and programming changes, limiting downtime or disruption Consolidation one trustworthy supplier for all service and support needs Single point of contact one number to call makes life easier and means faster resolution to faults Faster response times with more engineers than anyone else Flexible Options we can tailor solutions to suit almost any needs Why compromise on service when your customers can experience the best for less?

5 Page 3 Maintenance assurance How to price Maintenance assurance packages are priced based on individual customer requirements. Full pricing can be found on the My Servassure pricing portal: For larger scale bespoke quotes, contact the BT Servassure helpdesk: or bt@servassure.co.uk Answers to the following questions will help to get an accurate quote: Customer details: company name and address, contact name, telephone number, address What telephone system(s) does the customer have? Make and model What voic system(s) does the customer have? Make and model How many ports/extensions does the customer have? How many sites are to be covered? Who is the incumbent maintainer? What networks does the customer have? Who is the incumbent supplier?

6 Page 9 We ve got it covered On site specialists This service provides on site resource for any size or type of business on a short-term, long-term or one-off project basis (up to 24 hours a day 365 days a year if required). Dependent on your customers requirements, the on site specialists can cover: Engineering - cross-technology or vendor specific Technical support - including IT specialists Billing analysts and administrators Inventories and audits Project management Service delivery management Communications management Technical support desk/agents Customer benefits include: Saving time and money - ensuring the best from an investment Increased productivity freeing up internal resources to concentrate on core projects Reduced response times as there will be a specialist already on site Engineers hold core equipment on site for rapid diagnosis and reduced break-fix times Reduced costs of training and recruitment Rapid deployment of skilled best fit resources as and when required All our specialists are trained to the highest levels, with industry standard qualifications from the leading manufacturers and institutes. With this superior level of expertise available nationwide, your customers can remove the pitfalls and lengthy time-frames of recruitment as we already have the right resource ready to deploy immediately. Mon - Fri Rate Mon - Fri OOH/ Sat Rate Sunday/BH Rate 2 HR Half day Full Day 2 HR Half day Full Day 2 HR Half day Full Day Engineer , ,350 Specialist engineer , ,754 Project Coordinator Project Manager , ,448 Senior Project Manager , ,948 Consulting 525 1, , ,050 2,100 Consulting Engineer 638 1, , ,276 2,552 Senior Consulting Engineer 787 1,575 1, , ,574 3,150 Training ,322 Notes: All Prices shown are BT Customer RRP Monday to Friday day/hourly rates are service charges during the hours 9am-5pm OOH means Out of Hours Monday to Friday i.e pm to 08.59am BH means Bank Holiday 3rd Line support prices will vary depending on the manufacture Bespoke pricing would be required if more than one set of skills was required from an on- site specialist e.g. Mitel engineer with project management skills Other roles not listed will be considered but will be POA

7 Page 10 On site specialists How to price An on site specialist service is priced based on individual customer requirements. To get a bespoke quote for this service, contact the BT Servassure helpdesk: or bt@servassure.co.uk The helpdesk can either contact your customer direct or work with you to ascertain the full project requirements and details. Answers to the following questions will help with the innitial pricing and service design: Customer details: company, address, contact, telephone number, address What type of onsite resource is required? i.e. project manager, service delivery, engineer What address(es) will the specialist be based at? What level of cover will the customer require? Monday to Friday, (exc bank holidays) Set period of time (i.e. holiday cover or monthly) Out of hours cover 24/7/365 cover What systems does the customer have? Who is the incumbent maintainer? What networks does the customer have? Who is the incumbent supplier?

8 Page 11 Customer pricing From only 550 a day* Project management Project management combines the planning, organisation and management of required resources to ensure the smooth implementation and successful completion of a project. Every customer project is unique, so our project management service combines flexibility and scope in management, technical and service skills. This means we can ensure that all projects are managed to an optimum level of satisfaction, achieving all the project goals and objectives within your customers constraints - quality, time, budget, etc. As each individual project covers a variety of different types and levels of resources (money, people, materials, energy, space, provisions, communication, motivation, etc.) our project management team are trained to the highest levels, with all of them adhering to the Prince2 methodology of Project Management, and the majority having completed the full Prince2 Practitioner examinations. We can make sure your customers projects achieve everything they want them to What do your customers get? Scope of project - initial project planning based on your customers objectives Risk management - assessing and controlling risk Resourcing assessment - establishing type, amount and quality of human and material resource Resource allocation and managing availability and productivity - liaising with 3rd party contractors Project co-ordinators - office-based liaison points responsible for the ordering of lines and equipment and liaison with suppliers Regular reporting and communication project updates and managing expectations Ensuring that all objectives and deliverables are achieved as desired, within agreed tolerances, and with minimum disruption to business environments Project lifecycle management - monitoring progress, execution, closure, debrief and full documentation The benefits include: Time and cost savings through greater control and co-ordination of resources, both internal and external All parties working to a common, consistent approach increasing efficiency and reducing margins for error Regular reviews of progress against plan, with assurance that the project continues to have a business justification Good communication channels between the project, project management, and the rest of the organisation Risks easily and quickly identified and managed Ongoing budget control *Indicative pricing only. Dependent on project scale and contract length

9 Page 12 Project management How to price Project management and co-ordination is priced based on individual customer requirements. To get a bespoke quote for this service, contact the BT Servassure helpdesk: or bt@servassure.co.uk The helpdesk can either contact your customer direct or work with you to ascertain the full project requirements and details. For project specific guidance pricing, go to the My Servassure pricing portal: Answers to the following questions will help with the initial pricing and service design: Customer details: company, address, contact, telephone number, address A summary of the project(s) to be covered: What it is (installation, upgrade, cabling, etc) The estimated length of the project Number of sites the project covers What 3rd party suppliers are involved in the project? What are their roles in the project? What systems does the customer have? Who is the incumbent maintainer? What networks does the customer have? Who is the incumbent supplier?

10 Page 13 Customer pricing From only 720 a day* Service delivery Service delivery managers look after the complete service delivery, working within agreed customer expectations - time frames, costs and quality levels - ensuring quality of service and open channels of communications between you and your customers at all times. We continually invest in training and recruitment to ensure the highest level and quality of service delivery and management. Our expertise is aligned with all areas of the service delivery process, from pre-sales to project management, to ensure a smooth and thorough end-toend process for your customers. What do your customers get? Agreed SLAs based on your customers requirements and expectations The production and implementation of a full service strategy: Key actions Service recovery strategy Key delivery milestones Performance reviews and constant communications Exceptions highlighted and action plans implemented All issues and requirements addressed and resolved Comprehensive reports - service performance, incidents and exceptions Ownership of Quality of Service (QoS) Scheduling and co-ordination of all resources internally and in the field Collation of all data relating to third party services *Indicative pricing only. Dependent on project scale and contract length Customer benefits include: Service delivery is a constant priority for us Processes, people and technology aligned with corporate goals Enhanced productivity through a first class service Rapid resolution of problems Relevant, business focused service level agreements You and your customers fully informed at all times through regular operational meetings, performance reviews and reporting Consistent monitoring of quality of service Time and cost savings through greater control and co-ordination of resources, both internal and external

11 Page 14 Service delivery How to price Service delivery management is priced based on individual customer requirements. To get a bespoke quote for this service, contact the BT Servassure helpdesk: or bt@servassure.co.uk The helpdesk can either contact your customer direct or work with you to ascertain the full project requirements and details. For guidance pricing, go to the My Servassure pricing portal: Answers to the following questions will help with the innitial pricing and service design: Customer details: company, address, contact, telephone number, address A summary of the project(s) to be covered: What it is (installation, upgrade, cabling, etc) The estimated length of the project Number of sites the project covers What 3rd party suppliers are involved in the project? What are their roles in the project? What systems does the customer have? Who is the incumbent maintainer? What networks does the customer have? Who is the incumbent supplier?

12 Page 15 one. Single point of contact This service is exactly what it says a single point of contact for all areas of a your customers communications estates through a desk of support agents. This can range from a service desk - answering calls, logging them and passing them on to the correct channel - or to a more comprehensive form of managed service co-ordinating services, ensuring all involved resolve incidents within the agreed SLAs, and covered by comprehensive reporting. The single point of contact (SPoC) desk is resourced by highly trained, knowledgeable and professional agents who answer the phone as per your customers preferences i.e. Hello, BT support desk or Hello, ABC Ltd technical service desk. This is an instantly scalable service that removes the need for hiring, training or capital investment. By utilising a dedicated professional call desk, your customers can put employees just one call away from prompt support, keeping costs down and freeing up valuable in-house resources to focus on core business. Help your customers improve efficiency, manage multiple supplier relationships and maintain high levels of consistent support What do your customers get? Dedicated 0870 number if required A choice of number of agents, management and technical specialists Unlimited of pre-defined number of calls Script production if required Choice of cover - working hours, out of hours, 24/7/365 1st, 2nd and 3rd line support from remote diagnostics to full onsite support Single or multi-site cover (including remote workers) Co-ordination of 3rd party suppliers Service Level Agreements (SLAs) Incident ticketing system and escalation processes Reporting - call history, incidents, quality of service Alarm monitoring Moves, Adds and Changes (MACs) Project co-ordination Flexible pricing models Customer benefits include: One number to call Consistent high quality customer service and support Rapid resolution of faults and queries 24/7/365 Free up valuable resource to focus on core business and strategic projects Keep costs down no need to hire and train additional support staff internally Flexible service that is scalable in line with needs add more seats as and when required Automatic notification when contracts are reaching renewal/expiry dates to enable effective pre-planning Full knowledge and reporting of communications estate for effective management Ensure peace of mind and smooth business operations

13 Page 16 Single point of contact How to price A SPoC solution is priced based on individual customer requirements. To get a bespoke quote for this service, contact the BT Servassure helpdesk: or bt@servassure.co.uk The helpdesk can either contact your customer direct or work with you to ascertain the full project requirements and details. Answers to the following questions will help with the innitial pricing and service design: Customer details: company, address, contact, telephone number, address Does the customer require a dedicated number? Yes / No What is the estimated volume of calls? HINT. Ask about number of employees that will have access to the service What level of cover will the customer require? Monday to Friday, (exc bank holidays) Out of hours cover what additional hours? Bank holiday cover 24/7/365 cover

14 Page 17 Handset repair and refurbishment This is a real added-value service, enabling your customers to keep their phones and conference units in first class condition throughout their lifecycle, and actually helping to prolong their lifecycle - protecting their investment. This service covers any make or model of analogue / IP handsets and conference units that are broken, malfunctioning or in a poor state of repair. We will collect them, fix them, tidy them up, and return them back to your customers looking like brand new handsets. Indicative Prices per Handset Refurb Repair TDM IP Conference plus delivery costs Offer your customers a health check for their phones What do your customers get? Collection of handsets Complete handset repair** New cables New cards New plastic inserts Hygienic cleaning Device testing Repackaging of handsets Return delivery Customer benefits include: They can maintain a professional appearance in the office with clean, fully functional phones Continued productivity - enabling their staff to have the working tools they need to do their jobs Health and safety - reduce hygiene risks and the spread of germs in the office Protect investment - prolong the life of their handsets Straightforward process we do everything including arranging the collections and returns **unless beyond economical repair

15 Page 18 Handset repair and refurbishment How to price The handset repair and refurbishment services are priced based on individual customer requirements. Full pricing can be found on the My Servassure pricing portal: For larger scale bespoke quotes, contact the BT Servassure helpdesk: or Answers to the following questions will help with the innitial pricing and service design: Customer details: company, address, contact, telephone number, address What kind of handsets need servicing? Repair: make and model Refurbishment: make and model What is wrong with the handsets? How many handsets need repairing? How many handsets need refurbishment? What is the collection/delivery address?

16 Page 19 Customer pricing Storage from only 9 per week* Logistics and storage Whether your customers have goods that they need to store, or they require storage facilities to accommodate an office move, we provide large-scale secure storage space for companies who either have not got their own warehousing, or may not have enough warehousing available. In addition, our logistic services handle the physical movement and distribution of items utilising a nationwide fleet of vehicles and drivers. What do your customers get? Collection and return of goods Pallets available to purchase Packaging of goods A full inventory of items if required Secure storage A range of delivery options including next day, economy and special requests Delivery nationwide, including Highlands, Islands and Northern Ireland Take advantage of an established and secure nationwide service to support your customers Customer benefits include: Cost savings - removing the investment and running costs of their own storage facilities and logistics network Removing the need for additional employment resource to cover the storage facilities and logistics Peace of mind - secure storage for any type, size and value of goods Quick turnaround - secure and rapid collection/delivery of goods The ability to present and promote themselves with a nationwide distribution network *Indicative pricing only

17 Page 20 Logistics and storage How to price The logistics and storage services are priced based on individual customer requirements. Full pricing can be found on the My Servassure pricing portal: For larger scale bespoke quotes, contact the BT Servassure helpdesk: or Answers to the following questions will help with the innitial pricing and service design: Customer details: company, address, contact, telephone number, address Does the customer require pallets? Quantity Does the customer require the goods packaged? What type of goods are they? How many items are there? Does the customer want an inventory of the items? How many pallets does the customer want to store? How long does the customer want to store the pallets for? What is the collection address? What is the delivery address?

18 Page 21 What about building your customers services in to a fully managed service? Managing communications within an organisation is a critical element in a company s operations and can be resource and skill heavy. By opting for a managed service your customers internal resources and knowledge base can be better utilised to focus on core business activities. + Maintenance Assurance + Single Point of Contact Customers benefit from: Flexibility - quickly adapt to changes in user demands and the market place Improved continuity of service within agreed SLAs Focus on the long-term business strategy Readily accessible support and advice Lower operational costs Cost effective delivery Increased efficiencies Redeployment of resources Proven return on investment through reducing total cost of ownership Transfer of expertise and knowledge + On Site Specialists + Service Delivery + Project Management Call us on to find out more about how our managed service packages can benefit your customers. + Inventories and Audits Managed services are available as a comprehensive package, with an end-to-end approach from diagnosis through to resolution and continual development. Alternatively, specific service elements are available as stand-alone services or can be bundled together to create the exact managed service package to match a company s requirements. Services in safe hands

19 Page 22 Through a dedicated 24/7 managed service desk, Servassure provide a single point of contact for Unisys, BT and the end customer, as well as manage all third parties, collating all data to ensure a full accurate picture of the services is available instantly to all parties. The success of this project was down to effective management of multiple parties, resources and requirements Key benefits Cost savings through streamlining processes Single point of contact for continuity and quality of service Managing multiple parties and contacts Through BT s relationship with Servassure, they were able to provide a highly skilled engineering project co-ordinator for 20,000 less a year to HSBC, providing huge cost savings but without compromising the skill sets and quality of the on site resource. A highly skilled specialist for 20,000 less than the competition Key benefits Servassure s Project Management Team worked closely with BT to establish the timescales and geographies of a Featurenet roll-out across 900 branches. A comprehensive phased project plan was implemented and managed by Servassure, with a dedicated Prince2 Project Manager, a Service Delivery Manager, team of Project Co-ordinators and nationwide team of Engineers. Cost rationalisation Single point of contact for all parties involved Project management and risk management

20 Page 23 To support BT s hosted voice proposition, Servassure designed an inventory & audit program to build a clear and accurate blueprint of each Board s estate and provided engineering for the conversions of non-bt products and their ongoing maintenance. The Servassure proposal incorporated a managed service, with a dedicated help desk as a single point of contact (SPoC) for both the client and BT. The managed service desk supports all the NHS Boards with technical support, faults, MACs, etc, as well as managing all 3rd parties and incumbent contracts (including novating over to BT contracts). Key benefits One point of contact for all parties involved - improved service quality and faster resolutions A clear and accurate picture of all communications systems, suppliers, contracts and usage Uniformed, flexible and cost effective end-to-end communications solution The design and implementation of a Front End Management System: 1. A simple keypad installed at the till point that has one touch buttons to send a precise voice message straight to the group of till supervisors DECT handsets or headsets. This enabled a till operator to instantly contact the relevant person to resolve issues, e.g. price checks, replacement product requests, security issues, etc. 2. A direct link via the DECT handset to all phone users in the store, from the shop floor and warehouse to the management offices and security. Key benefits Customers: Increased satisfaction and spend Employees: Enhanced productivity and efficiency Financial: Cost savings and protect existing investments Operations: One point of contact - improved service quality, faster resolutions

21 Services in safe hands For information and support: BT Servassure Help Desk Pricing Portal v1.0908