Unumserv.pdf

7/28/2019 Unumserv.pdf

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Support SolutionS

SUPPORT SOL UTIONS


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ABout unumServABout unumServ

UnumServs headquarters can be found in Malta, in the heart of the Mediterranean. This

location was strategically chosen due to the fact that it is close to Europe, the Middle East and

North Africa. Since our inception we have always challenged the traditional business model

which keeps us ahead of the market. Our clients as well as our employees have determined

our strategy and direction from day one.

We are dedicated to helping our customers keep up to date in todays fast-paced business

world and aid in the resolution of any technological issues they may experience, 85% of which

can be solved through remote assistance. We like to maintain a partnership of equals with ourclients, which allows us to determine the most feasible and best-informed solutions. We make

use of our experience, knowledge, best practice and tools which we apply to each customers

unique requirements, thus oering a wide range of services.

Our aim is to assist our customers nd a cost eective and timely solution to any technological

issues that they may face. This is done by making use of the very latest in technology and

hand-picking our people to make sure that weve got the right person for the job.

UnumServ stands head and shoulders above our competitors as a trusted partner, advising the

management teams of our valued customers in matters regarding technology and business

solutions.

We work predominantly as an extension of your IT department, aiding in the development of

business strategy and implementing methods to get the most cost-eective, ecient results,

no matter the size of your company.

We aim to understand your individual needs. No matter the issues you are facing, we aim

to understand the root of the problem before determining a solution. With your assistance,

we apply the right mix of people and technology to arrive at a tailor-made solution to your

concerns.

Our nal results are achieved by providing the most exible solutions on the market together

with a blend of concepts and technology therefore creating propositions to increase eciency

while lowering costs. We will continue to assess eciency and improvements on a regular

basis so as to ensure that our clients budgets are always utilised in the most ecient manner

possible.

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Companies who service clients in various

locations across the world need IT helpdesk

throughout the year. Quite simply, 24x7

helpdesk support has become a essential

part to running most companies eciently.

At the same time cost pressures have also

increased for companies across the board

which has threatened the provision of top

quality on-going IT Support. Maintaining full-

time sta to deliver continuity has become

ever more costly. In order to get the right

balance businesses are being forced to takeon new sta to help deal with support issues.

Unumserv deliver a range of exible 24x7

helpdesk support solutions, based on your

companies needs. We oer regular, out

of hours, part-time and also contingency

support.

Our 24x7 Helpdesk services provide an eective

extension to your in-house IT team by oering

extensive technical know-how and round-the-

clock support. We oer support-using voice,

web, e-mail and chat based helpdesk services.

Our services include all levels of IT support

solutions. We utilize the most advanced and

latest Helpdesk technologies ensuring reliability

and quick problem resolution.

Our ethos is understanding that each company

has its own unique qualities; this is why at

UnumServ we rmly believe it is essential to

assign the right technical people with the correct

characteristics to match your organisation, andprovide appropriate training so as to ensure

that the right person is truly an extension of

your IT department in the manner laid out by

yourselves.

remote/HelpDeSkSupport

We believe in using exible technology as

a support for delivering our services. This

is vital in moulding ourselves to your needs;

you may require us to build a platform from

scratch for you using our patented system,

or you may wish to integrate your current

platform with what we can oer.

Our system incorporates tools that allow our

agents to view each customers history with

you, thus enabling them to deliver a tailor-

made service to each person, especially if

the user is experiencing trouble using your

site.

We also have an implementation team who

will be working closely with you so as to ou tline

business goals, metrics, key performance

indicators, as well as anything else you may

require. Our reporting techniques are all web-

based, therefore making monitoring of any

aspect of our service more convenient for

you. This real time data can also be included

into your existing reporting infrastructure.

tHe tecHnology BeHinD it All

remote/helpdeSk

Support

HigHligHtS

Up-to80%ofallproblemssolvedremotly

Reductioninoveralloperationalcosts

Eectiveextensiontoyourin-houseITteam

Flexible24x7helpdesksupport

Voice,E-mailandChat-basedSupport

LatestHelpdesktechnologies

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Live Chat Usage

Increase

67%

12%

21%

2013 Increase 2012 Increase 2011 Increase

We provide a variety of communication

channels in order to suit your customers

needs on every level. Email is just one of

the tools we make use of to reach your

customers in a more ecient manner.

Here at UnumServ we ensure that when

communicating via email, our commitment

to your company and our levels of customer

service are maintained to the highest degree.

In our email service we integrate a variety

of other services such as technical support,

customer care, after sales service, price

quotes etc. We make sure that we respond to

each customer through the channel that will

yield the best result.

Through our expertise, we know how todetermine if a desired result can best be

obtained via a personal phone call to the

client, or simply a reply via email.

No matter what the channel of communication

may be, we are dead set on meeting your

quality standards. With respect to emails,

we will observe branding rules, work out

set response times with yourselves, stick to

escalation rules etc. We ensure that all emails

are distributed to agents according to their

area of specialty, dependant on expertise on

client policy, products or order status. Should

unprecedented email volumes occur, we will

reschedule assignments and add specialised

agents to our workow thus ensuring that all

mail is dealt with in a timely manner.

Agents will be trained on all the email

systems and procedures; together with this

we will also implement quality assurance

strategies and coaching as required so as to

maintain consistent excellent service to you

and your customer.

We are prepared to use any emailing

platform or system that works best for you.

Furthermore, we can extract and deliver

daily reports on any statistics specied by

yourselves.

emAil Support

UnumServs Live Chat Support Agents are

specialised in their eld and passionate about

providing the best possible service to your

clients. Better service inevitably results in more

satised customers, leading to more sales and

increased brand loyalty.

Each Live Chat Support Agent is highly trained in

taking multiple chats at once, therefore cutting

costs and proving a better return on investment.

Having a web-site alone is not enough to attend

to all your customers diculties; sometimes

customers require a more personalised touch.

Our Live Chat Support Agents are there so as to

ensure a tailored, friendly approach to queries,

making your brand stand out of the crowd by

ensuring that customers feel valued, thus

boosting customers condence in products and

services.

cHAt Support

emAil And chAt

Support

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Averagedowntimewith

traditionalITsystemsis

4timeslongerthen

thosewitnessedwith

CloudComputing.

In2011,73%of

businessessufferedstaff

shortagesasaresultof

weatherconditions

and/orillness,only39%

hadtheITflexibilityto

overcomeit.

Implementationand

upgradecostsaremore

expensivewith

traditionalITsystems

whencomparedwith

CloudComputing.

63%ofbusinessowners

switchedtotheCloud

becauseofscalability.

Cloudservicescangrow

orshrinkinstantlyin

accordancewithyour

requirements.

74%ofbusinessesfound

thatwithlesshardware

andmaintenancecosts

theiroverallIT

expenditurewasreduced

byover30%.

clouD SolutionS

UnumServ have the right resources to ensure

that moving your business to a cloud-based

system is a hassle free procedure; be it

private, public or hybrid whatever suits your

organisations needs best we will nd and

implement the solution you need.

UnumServ has the right intrinsic knowledge to

build, migrate and install SaaS, PaaS, IaaS and

STaaS applications to move your business to

cloud.

Through a thorough system evaluation we

develop the right cloud system to meet

your business requirements. Whatever your

concerns are, be it cost, quantity of data, or

purely an interest in what cloud, has to oer

you and your business we are here to help.

WHy iS clouD tHe WAy forWArD?

Cloud reduces unnecessary IT infrastructure to a great extent

Diminishes necessary investments and maintenance costs

Allows real-time interaction with customers and users

On-demand IT infrastructure

Free up IT resources for improvement

clouD computing ServiceS

Software as a Service (SaaS)

Infrastructure as a Service (IaaS)

Platforms as a Service (PaaS)

Storage as a Service (STaaS)

Cloud adoption assessment

Planning & designing cloud services

Delivering & Managing Cloud Services

Virtualization

Utility computing

UnumServ can guarantee an outsourced support option that is robust, scalable, and most importantly,

exible to a variety of industries on an international scale. We can provide remote support by way

of the internet to your customers and users in an ecient manner, ensuring instant trouble-shooting.

cloud SolutionS



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Server AnD StorAge mAnAgement

Inadequate management of servers and

other storage often leads to the interruption

of business continuity, which in some cases

may result in project deadlines not being

met, or even project failure.

More often than not, in-house IT teams

tend to be understaffed, which may affect

process adherence for server and storage

management services.

Having an expert Server Management

Provider is imperative to ensure that

a problem is solved quickly, this then

translated in an increase in the al around

efficiency of your team.

Server mAnAgement SyStemS

We offer high quality, flexible server management systems and support services at cost

efficient rates. Our highly trained and qualified system administrators are able to take over

the responsibility of managing, monitoring and securing servers, providing services such as:

Server management solutions

Linux and Windows server management

Setup and conguration of servers

Security management and audits

Performance monitoring & ne tuning of servers in real time

Advice and support on data migration activities

24/7 troubleshooting facilities

Remote server management

Server performance tuning and utilisation

Server uptime monitoring

First level diagnostic support

BAckup AnD StorAge mAnAgement ServiceS

Data security and scalability is vital to your organisation, therefore we provide a comprehensive

suite of storage management services, including the design and implementation of SAN/NAS/DAS/

Backup solutions.

Backup and storage management and monitoring services

Capacity planning

Storage administration and security

Storage consolidation

Disaster recovery and replication consulting

UnumServ already provides ecient, scalable outsourcing on a variety of industries across the

globe, providing remote helpdesk support by way of the internet to your users as well as your

customers, guaranteeing timely problem resolution.

HigHligHtS

Enableenhancedgrowthandprotability

Minimisedowntime

Helpyoumaintainbusinesscontinuity

Provide24/7support

Providecompleteassistancefordisaster

recoveryandreplicationconsulting

Server And StorAge

mAnAgement



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outSourcing SolutionS

24/7 outsourcing solutions has become

a must for international companies who

have customers all around the world. This

requires having IT support available around

the clock, which can be quite costly.

So as to find a balance between the needs of

the customer and reducing costs, companies

must deploy help desk service agents in

a strategic manner, adjusting manpower

according to peak times and low times.

UnumServ can deliver a variety of round

the clock outsourcing support solutions,

tailor made to suit your companys needs,

24 hours a day 7 days a week. UnumServs

solutions include full-time, part-time, out of

hours and contingency technical support

and also customer care using a variety of

different media such as email, phone, chat

or web-based support solutions.

UnumServ already provide bespoke, robust

and scalable solutions to a number of varied

companies across Europe, North Africa, US

and Middle East.

HigHligHtS of our 24/7 outSourcing Solution

Single point of contact

50% reduction in overall IT operational costs

High quality solutions delivered in accordance with ISO 9001:2000 and ITIL best practices

Flexible 247 outsourcing support that is client appropriate - full-time or part-time

outSourcing SolutionS

Voice, e-mail and chat-based support

Online live support

Website navigational assistance

Tracking and reporting systems

Enterprise IT infrastructure support

Software conguration and installation assistance

Remote assistance

Server administration

LAN & server support

UnumServ can guarantee an outsourced support option that is robust, scalable, and most

importantly, exible to a variety of industries on an international scale.

outSourcing

SolutionS

Thegreatestbenefitofoutsourcingisscalability,makingrunningcostsextremelyflexible,a

usefuladvantageintheuncertainmodern

economy.

Outsourcingalsohelpsincreasebusinessfocus,allowingemployeesandmanagementtofocusoncorebusinessactivities.

Themainreasoncompaniesoutsourceis

tosavemoney.Byoutsourcingspecific

tasksyousaveonbothoperationalandrecruitmentcosts.

Outsourcingcompaniesalsohelpreduceriskwhenexpandingyour

businessortakingonnewprojects.Thisleadstoamorerelaxedandproductiveworkforce.

Sinceoutsourcingusesacompanythatspecialisesinacertainarea,tasksgetdonequickerandoftenmoreefficiently.



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Server AnD DeSktop virtuAliSAtion

The most common answer to alleviate costs,

be as efficient as possible and rationalise

the IT environment nowadays is to make

use of virtual infrastructures. This business

strategy quickly provides tangible value for

organisations within any industry.

Migrating to virtual will provide your

company with increased agility, scalability

and diversity, making the technologies you

use a vital asset by improving efficiency and

availability of resources and applications in

constant use.

We offer solutions in the areas of server

and data centre virtualisation, storage,

application and desktop virtualisation and

virtualisation networking.

WHy SHoulD you move to virtuAl?

Too much time is spent on the setting up of software

You are planning to install new servers and/or applications but are constrained on budget

and/or space

You are expecting an increase in service levels and availability expectation without a

comparable budget

Server maintenance downtime has become a disruption to service and a drain on

resource costs

Server backups are a dicult and time-consuming problem

Desktop hardware and software provisioning, upgrading and management has become

expensive and time consuming and it is challenging and expensive to support desktop users

in remote oces

You have remote workers requiring secure access to a corporate network

Data, application security and availability is a signicant concern

Environmental responsibility is part of your business objective

moving to virtuAl SolveS tHe ABove cHAllengeS By:

Improving data centre costs whilst increasing availability and levels of service

Reducing the cost and intricacy of disaster recovery and business continuity

Freeing up existing IT stas time by automating tasks and increasing their admin to server

ratio, thus allowing them to take on more duties

Securing PCs, workstations and laptops without compromising the end user experience

Solving application conict issues through the deployment of application virtualization

Providing exibility while supporting compliance with corporate policies

Allowing end users to have access to their familiar personalised desktops and running the

same applications, eliminating the need for user retraining.

Server And deSktop

virtuAliSAtion

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SUPPORT SOLUTIONS

Scan the code on the left with your smart

phone to go directly to our website.

contAct inFo

Level8,ThePlazaCommericalCentre,

BisazzaStreet,Sliema,Malta

get online

tel.+35627227288

fax.+35621331696

email:[email protected]

www.unumserv.com

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