Pink Elephant

Offshore Out of Hours Support

Neil Petford, Regional Director Africa

11 December 2014

Ag

en

da

• South Africa as a Destination

• Service Centre Offering

• Why Out of Hours Support

• Our Approach

• Customers

• Q&A

First World

Experience

Robust

Enabling

Environ

Significant

Cost

Savings

Deep

Domain

Skills

Skilled

Language /

Talent Pool• Attractive

investment

climate and govt

support

• Rapidly

improving

telecoms

• Socio-economic

stability

• Mature domestic market

• Large experienced IT pool

• Large English language pool

• Major foreign language presence

• Cultural affinity• Significant

savings versus

source market

• Narrowing cost

differential with

traditional low-

cost locations

• First world

infrastructure

• Superior quality

of life

• Time zone

similarities

• Ease of access

De

sti

na

tio

n S

ou

th A

fric

a

Offshore Factory

Service Offering

De-F

ac

to B

es

t P

rac

tic

e P

latf

orm

Operated to the Service Desk Institute’s

frameworks for exceptional customer

interaction

Allowing business to respond to

unpredictability throughout the software

development lifecycle

Built on globally recognised best practice

for IT Service Management

Le

ad

ing

Tech

no

log

yGartner and Forrester leading ITSM toolset,

easily configured for business and

workforce enablement.

With Bomgar, we are able to access and

support nearly any remote computer or

mobile device troubleshoot or train… all

with the highest levels of security.

Design multi-device, multi-channel

enterprise applications with your own data

model, complex business logic, process

flows and integrations using visual models

and directly deploy to your users with a

single click.

Automated Self Service Password

reset and Synchronisation

Wh

y O

ut

of

Ho

urs

Su

pp

ort

?• Risk of Outage

• Business impact

• Associated cost

• VIP Effect

• Specific User Community

• POS; Warehouses; Factories

• Education; Medical

• Time Dependent

All underpinned by a business requirement but

restricted by appetite for additional IT spend

Typical Approach Pink OOH

Dedicated Internal OOH resourceDedicated or Shared Resource for

lower volumes

Engineer on Call Initial Troubleshooting

Standby Allowance Generic Desktop Support

Callout Fees Specific Admin Tasks

1.5 / 2 x Rate Accurate Escalation

Per Skillset “Burstable” Capacity

Fixed Service Fee

Approach

Engage

Transition

Deploy

Report

Solution

Dedicated

Shared

Volume

Skillset

Technology

SLA

Reporting

Benchmark

Document

Training

Escalations

Contacts

Tech

Telephony

Re

ce

nt

Ca

se

Stu

dy

• Requirement

• 24*7 multi lingual technical Service Desk

• 10 000 calls per month

• Deployment

• Core & OOH dedicated team – 5 languages

• Identical team size

• Bomgar remote support

0

20

40

60

80

100

Backlog ASA ABN FTF

Pre

Post

Hundred

Minutes

%

%

Qu

es

tio

ns

?