How can we help?
Who we work with:
- 1st Line & Service Desks
- 2nd Line Analysts
- 3rd Line Support
- Field Engineers
- Professional Services
- Customer Services teams
What we do:
- Improve productivity of IT support teams
- Address issues to improve analyst effectiveness
- Improve service levels without increasing costs
- Create structures that help drive performance
- Coach managers in the skills they need to manage their teams
What we have achieved:
- Improved performance against SLA
- Significantly reduced costs in field service teams
- Increased first time fix ratios and reduced repeat calls
- Created structures to ensure new technology delivers expected benefits
- Improved project delivery speed and adherence to schedule
Whilst IT support moves towards automation and self service there is still a requirement for the human touch at all stages in the process. It is becoming more important than ever that these people provide a great service to the end users whilst costs are managed to ensure that the service remains competitive. We work with IT and Telecoms companies to help them add value in their human interactions, improve service levels and reduce cost.
Our expertise
- Embedding effective management systems across multinational operations
- Significant experience in end to end IT support operations
- Creation of effective field teams to deliver excellent customer service
- Improving forecasting and planning practices
- Delivering active management coaching to front line managers
- Creating effective structures with clear roles and responsibilities
- Installing meaningful operational reporting giving managers insight into true performance
Key contact
Featured Results
Our work within the sector
Dennis Badman
“The Managementors team integrated with the team here at Fujitsu very well indeed. They had a good understanding of our business and the challenges we face, a high degree of credibility and built a strong rapport. They had the ability to both challenge and be challenged.”
Chris Hanson
“The impact of Managementors’ actions has dramatically helped us in our short term aims, including a huge annual saving. However, it goes much further in helping set out far reaching changes to how Computacenter will remain competitive and a key delivery partner to our primary stakeholders – our customers. I’m delighted with how the project has gone and as a catalyst it has been instrumental to our future.”
Andy Whale
“Quite simply, Managementors helped us achieve more with less – introducing a ‘can do’ attitude that’s changing the working culture. By eliminating divisions we’ve been able to introduce a better together’ working approach in which everyone gains.”
Julian Wase
“Managementors gave us the external perspective and knowledge we needed. It would have taken us three years to get where we are today – but Managementors kick-started the process in just three months.”
Allan McLuckie
“Managementors is one of the best consultancy groups I have worked with. Their staff, tools and techniques are world class. Working with our Indian centres, they brought about significant change in the Team leader community. This resulted in cost reduction, improvements in our customer satisfaction and employee engagement scores.”
Stephen Long OBE
“As a service organisation, the ability to deliver a best in class customer experience is fundamental to our business. We recognised that there was an opportunity to drive tangible benefits from new ways of working. Managementors were excellent in peeling back each of the layers and providing a clear, logical plan of improvements. The quality of their people has been exceptional and we look forward to continuing our working partnership and relationship.”
Kevin Gillespie
“I felt the whole engagement was really collaborative and professional – the Managementors team brought a real drive and energy to the whole project, which really instilled momentum. Working with Managementors was a very positive engagement; I would definitely work with them again.”