What we can do for you
HOW WE HELP
What We Provide
New member onboardings are tailored to each institution through understanding how they operate, and a tailored onboarding plan developed. The commonality of processes and customisations allow our members to on-board in a short timescale. Members are empowered to make local changes to further customise UniDesk to match their institution’s organisational hierarchy.
STARTING POINT
What To Expect
Implementing UniDesk will require decision making, training and a small degree of technical work from your institution. It is highly recommended that you establish a project team that represents all areas of the organisation who will be using the service. Most institutions have nominated “Super Users” who champion the use of UniDesk in their roles and have an excellent working understanding of the service. These are normally embedded within each team at a First- and Second-Line level.
What You Get
Guidance For Go Live
As the Go Live approaches the relevant contacts or project representatives will receive summary information confirming operator training, module adoption and dedicated support arrangements. As part of this the institution receives the following tailored documentation:
Call Management ‘Train the Trainer’
The aim of this classroom part theory, part practical training session is to equip our member’s nominated ‘trainers’ with the knowledge required to advise and train colleagues in call management within UniDesk. The session introduces the tool and highlights the benefits that UniDesk will bring as well as providing overview of terminology and the call management process. There is also a practical element to the session which ensures that all attendees have familiarity with using the tool ahead of go live.
Operator Checklist for Go Live
In addition to formal training being provided as part of the on-boarding process we supply a supplementary pack for those who were unable to atend or act as a revision for those who have been trained. This includes information on:
- Accessing UniDesk Environments
- Looking up Users
- Logging calls
- Creating Selections
- Dashboard process Selections
- Customising the Environment depending on their team
A Full Operator Welcome Pack
The Operator Welcome pack describes all the essentials of UniDesk operation. It is tailored for the institution to give them information on core components and processes of the service that are included from Go Live. There will be some assumed knowledge in this pack based on prior consultation and training. The content of this document is not exhausve and is to provide the essential operating information for operators for Go Live and shortly beyond it. The pack includes the following information:
- Logging Calls and Walkthrough of Call Management process (practical)
- Call Types, Categorisation, Priorities and SLAs
- Status handling and email triggers
- Major Calls and SSP
- Standard Solutions and Knowledgebase
- Reporting and Best Practice
- Known Errors for the particular UniDesk version
THE ROAD
Onboarding Timeline
Throughout the on-boarding process the institution is kept well-informed of project progress with emails including easy-to-read timelines
GET INVOLVED
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