Your Smart Consultant - City Services Consultancy...
Transcript of Your Smart Consultant - City Services Consultancy...
Your Smart Consultant Customer Service, Call Center Hub
Fleet Management, Project Management,
Managed Services
City Services Consultancy LLC Page 2
TABLE OF CONTENTS 1. City Services Consultancy LLC (CSC) ................................................................................ 3
1.1. Our Company: ....................................................................................................................... 3
1.2. Our Vision .............................................................................................................................. 3
1.3. Our Mission ............................................................................................................................ 3
1.4. Our Expertise:........................................................................................................................ 4
1.5. Achievements: ........................................................................................................................ 4
2. CSC services and Products: .................................................................................................. 9
2.1. CUSTOMER SERVICE SOLUTIONS: ....................................................................................... 9
2.1.1. Assemble Call Center Hub .......................................................................................................................... 9
2.1.2. Helpdesk Management ............................................................................................................................... 10
2.2. PROJECT MANAGEMENT SOLUTIONS: .......................................................................... 11
2.2.1. Managed Services ......................................................................................................................................... 12
2.2.2. Outsourcing Services ................................................................................................................................... 12
2.3. FLEET MANAGEMENT SERVICES: ....................................................................................... 13
2.3.1. Vehicle Tracking System (VTS) .............................................................................................................. 13
3. Showcase ............................................................................................................................... 14
4. Appendix............................................................................................................................... 15
4.1. Appendix A: ........................................................................................................................................................... 15
4.2. Appendix B: ........................................................................................................................................................... 15
4.3. Appendix C: ........................................................................................................................................................... 16
4.4. Appendix D: ........................................................................................................................................................... 16
5. Contact Details:.................................................................................................................... 17
6. Affiliated Companies ........................................................................................................... 17
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1. CITY SERVICES CONSULTANCY LLC (CSC)
1.1. OUR COMPANY:
City Services Consultancy L.L.C (CSC) is an ISO 9001:2008 certified consultancy firm that was
founded in United Arab Emirates in the year 2006.
CSC offers an effective software solution for Customer Services, Facilitate Call Center Hubs and
also provides managed services.
CSC is a geographical leader in providing customer contact management solutions and services
in the business process outsourcing (BPO) arena. CSC provides an array of sophisticated
customer contact management solutions, primarily in the communications, technology and
transportation industries.
CSC specializes in providing flexible, high quality customer support outsourcing solutions with
an emphasis on inbound technical and customer support services.
What sets us apart from others is not just the diversity of our skills and expertise, but the quality
of employees we attract. CSC' people are real people - motivated, intelligent, resourceful, caring,
and, most important, committed to quality service and pride in performance. We only aim to
serve our clients with excellence and help businesses in order to reach their full potential.
1.2. OUR VISION
Our prime vision is to strive to be the leading industry player in today’s competitive and
challenging market by providing world class quality standard in services for our client.
1.3. OUR MISSION
To customize the response with end to end services to add value to business by implementing our
innovative management solutions to optimize the clients’ services management processes and
providing them with sustained cost reductions and enhancing our competitive strength’s.
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1.4. OUR EXPERTISE:
At CSC, we are dedicated to total customer satisfaction and believe that it can be made only with
a specific quality focus and by finding out their needs and wants. All our employees are trained
professionals in their related fields and prove to possess copious knowledge and experience that
help them to excel in their work. As for technology infrastructure, we have an in-house
development team who can design and develop tailored made software solutions as per clientele
request for their business needs. We provide complete software implementation process, starting
with software design and development, software quality assurance testing, up to further software
upgrades and enhancements.
We believe that listening and understanding our clients’ need is the key component for us to
deliver excellent quality products and services. We are committed in meeting our clients’ quality
expectation and actively adopt relevant quality standards in enhancing the business process. As
a result we are able to provide excellent customer satisfaction to our major clientele, like Roads
and Transport Authority (RTA), Department of Transport (DOT), ETISALAT, Ministry
of Interior (MOI), Ministry of Labour (MOL), DU Telecommunications and Emirates
Aluminum (EMAL).
We play a major role across sectors of governmental and semi-governmental in succeeding to
provide them with our services wherever and whenever they needed them.
We focus on capturing synergies, balancing technology, services and cost-saving measures, and
standardizing requirements across business units.
Our objective is to help you build, align and achieve the standard goals of an organization. Also,
we believe in working with a high level of professionalism and perfectionism. Our uniqueness is
in our innovation and the will for continuous learning and improvement.
1.5. ACHIEVEMENTS:
CSC was one of the first customer service outsourcing companies in the United Arab Emirates to
receive ISO certification, earning ISO 9001:2008 in 2010. This certification proves to third-party
assessors, as well as our customers, that we follow a set of internationally recognized quality
standard procedures.
This year (2013) CSC’ MOL (Ministry of
Labour) Contact Center was presented
Customer Care Excellence Awards at the 7th
Middle East Government and Business
Organizations.
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Figure 1 Best Recruitment Program
Last year (2012) CSC bagged “Best Recruitment
Program Award in the Middle East Call Centre
forum held in June 2012 and “Best in Quality
Assurance”.
In addition, CSC received recognition award from RTA/PTA of being the “Best Vendor in
2011”.
Figure 2 Best Quality Assurance
Figure 3 Best Vendor in 2011
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Furthermore, CSC received an award from EMAL for the “Best Service Provider for Central
Maintenance Services – Year 2011”.
“Best Call Centre Technology Platform” was awarded to CSC in the year 2011 which was a
turning point for CSC’s technology platform.
Figure 6 Best Call Center Technology Platforms
Figure 5 CMS-HS Contractor Employee of the Month Figure 4 Best Service Provider for CMS - Year
2011
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CSC is honored to have valuable appreciations from clients for different services. This definitely
boosts our confidence and commitment to sustain the services with high standards.
To underline more on CSC recognitions, please find the newspaper link below or refer to its
corresponding appendixes:
Recognition of the Company:
• Albayan dated on 17 June 20121
http://www.albayan.ae/economy/companies-businesses/2012-06-17-1.1670767
• Alkhaleej dated on 14 April 20122
http://www.alkhaleej.ae/portal/458eb53f-bd29-48a8-80fa-555314ef2392.aspx
Recognition of the Employees:
• Albayan dated on August 20113
http://www.alba To underline more on CSC recognitions , please find the newspaper link
below:yan.ae/five-senses/occasions/2011-08-05-1.1482875
• Elmarat Alyoum Dated on 2 August 20114
http://www.emaratalyoum.com/life/society/2011-08-02-1.413451
1 Refer to Appendix A
2 Refer to Appendix D
3 Refer to Appendix B
4 Refer to Appendix C
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A few of appreciations from Dubai Taxi and RTA which acknowledges our competency and
effectiveness in the service industry are enclosed below:
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2. CSC SERVICES AND PRODUCTS:
2.1. CUSTOMER SERVICE SOLUTIONS:
2.1.1. ASSEMBLE CALL CENTER HUB
• We provide Managed services
• We provide project management consultancy
for building call centers
• We have our own tailored software products
for call center.
• We provide out-sourcing of employees
regardless of its nationalities or locations
We build a user-friendly application to properly managed, collate data information and
boost performance of the services and client. The following are the software we use:
• Customer Relationship Management Module CSC (CRM): It moves your
business from a product-centric focus to a customer-centric focus. CRM is an
application coupled with cases, request, complaints information management and
support methods that are used to retain and improve customer loyalty.
Our client who uses this service:
Customer Service Solutions
Assemble Call Center
Hub
Helpdesk Management
Figure 7 Abu Dhabi Call Center
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2.1.2. HELPDESK MANAGEMENT
It offers everything you need to manage helpdesk tickets and service request in an
intuitive and easy configure environment. It is a solution for all organizations looking for
an easy way to improve their efficiency and streamline helpdesk and support operations.
Great Features:
1. It can be used for any Administrative, IT support (ITIL) or Facility Management
services.
2. Helpdesk Ticketing: It provides ticket classifications, tickets prioritization, tickets
escalations, and tickets history using unique reference number/cases for all individual
incoming calls.
3. Knowledge Base: It provides a web-base application portal for internal users to solve
frequent or known issues for easy reference and support.
4. Automatic Email Notifications: It provides an automatic response via email to the
customer for the status of reported request or issue.
5. Configurable Service Level Agreement: It provides real-time performance of help-
desk agents if cases/request has met its required support within the allotted time.
6. Multichannel Communication: Incoming helpdesk tickets sent via-email, web or
phone support are kept in a single repository for a uniform processing.
7. Automatic Escalation: It sends a heads-up to the escalation department if tickets or
cases where not met to its expectation.
8. Easy Application: System is a user-friendly.
Advantages:
1. Improved Customer Service perception and satisfaction.
2. Improved teamwork and communications.
3. Improved usage of support resources and increased productivity of business
personnel.
4. Service Level Agreement is always monitored.
5. Service Performance and target achievement are as well monitored.
Our client who uses this service: RTA Administration and Facility Management Department
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2.2. PROJECT MANAGEMENT SOLUTIONS:
This offers assisting Operational and Business Management. We follow Project Management
Professional (PMP) framework, prince 2 methodology which encompasses planning, organizing
and managing resources that leads a project to its objectives successfully within time and budget
constraint. We also ensure quality control; quality assurance and quality improvement are met.
We provide continuous quality improvements within a quality system. We then supply technical-
economic modeling framework and modules used in feasibility and costing studies, price
negotiation and other applications.
The following are the services we offer under the management solutions:
• Develop a business case
• Undertake a Feasibility study
• Build a Project Charter
• Create a project plan, resource plan, quality plan,
risk plan, acceptance plan, communications and
procurement plan
• Contract Suppliers
• Setup the Project Office
• Perform Project Closure
• Review Project Completion
Benefits of the Project Management Solutions is that we deliver projects faster, save clients time
and effort, boost the quality of clients documentation and improve clients project success.
Project Management Outsourcing
Professional Services
Managed Services
Figure 8 RTA GYM
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2.2.1. MANAGED SERVICES
Managed services are the practice of transferring day-to-day related management
responsibility as a strategic method of improved effective and efficient operations. We follow
the Service Level Agreement (SLAs) and Key Performance Indicator (KPIs) indicated by the
client.
2.2.2. OUTSOURCING SERVICES
We provide the contract resources you need to implement crucial projects, handle short-term
assignments, or to fulfill long-term placements. Our outsourcing service frees the client from
the challenges of sourcing, recruiting, training and retaining, allowing our client to focus on
managing the business growth. We are flexible in replacing resources as per clients’ request
Our client who uses this service:
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Fleet Management Services
Public Transport
Management
Dispatch Services
Vehicle Tracking
System
2.3. FLEET MANAGEMENT SERVICES:
Fleet management is the management of a company's
transportation fleet. Fleet management includes commercial motor
vehicles such as cars, vans and truck. Fleet (vehicle) management
can include a range of functions, such as vehicle financing, vehicle
maintenance, vehicle telemetric (tracking and diagnostics), driver
management, speed management, fuel management and health and
safety management. Fleet Management is a function which allows
companies which rely on transportation in their business to remove
or minimize the risks associated with vehicle investment,
improving efficiency, productivity and reducing their overall transportation and staff costs,
providing 100% compliance with government legislation (duty of care) and many more.
We provide taxi operation management, offer call center and dispatch management.
The application used for this kind of services is called the Vehicle Tracking System.
2.3.1. VEHICLE TRACKING SYSTEM (VTS)
The main objective of the VTS is to gain access to real time position information and relevant
activity reporting.
There are a lot of benefits of our robust vehicle tracking system. It dynamically add/remove
unlimited locations, completely automate notifications (alerts & alarms), graphical and visual
reports.
Our client who uses this service:
Figure 4 Abra Figure 9 Abra
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3. SHOWCASE
Figure 12 MECC 2011 Figure 13 GITEX 2011
Figure 14 CSC Staff Awarding 2012
Figure 10 MECC 2012 Figure 11 MIR 2012
Figure 15 MECC Award 2011
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4. APPENDIX
4.1. APPENDIX A:
4.2. APPENDIX B:
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4.3. APPENDIX C:
4.4. APPENDIX D:
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5. CONTACT DETAILS:
Registered Office : City Services Consultancy L.L.C.
License No: 533418 Al Wasl Building Suite 201 Baniyas Street
P.O Box 89035, Dubai – UAE
Telephone No : 00971 4 2277444
Fax : 00971 4 2273171
Email : [email protected]
URL : www.cityservices.ae
6. AFFILIATED COMPANIES
� Light City
A. Facility Management Services
� City Services (CS)
A. Green Solution for the Environment
B. Energy Saving
� City Services Outsourcing FZ L.L.C. (CSO)
A. Outsourcing Services