CPM virtualises IT service desk with Intuit's PER

Intuit Consulting has announced that field marketing agency CPM has virtualised its IT service desk with its skills routing software, PER.

By uniting its different services centres, CPM has optimised the utilisation of its technical support staff by evenly distributing workload and delivering support calls to the appropriately skilled consultant.

Time and cost savings on inter-site calls have also been realised, and the service desk is now better equipped to deliver better and faster service.

CPM makes millions of calls every year into several market sectors.

The CPM teams are supported by two IT service centres in the UK; with Aspect ACDs based in both Thame and Warrington.

When a member of staff requires support with internal infrastructure such as their PC, phone or network, they contact a central helpdesk number.

Until recently, a PBX would ring the local phones of any and all service desk staff in one location.

If it was not answered, it would automatically route to the other location where the process was repeated.

Richard Marshall, technical services manager at CPM, said: 'This all changed with an ITIL-based service-based improvement programme aimed at improving the consistency of service from a centralised source.

'After some research, PER from Intuit Consulting was chosen as the backbone of the project.

'It is cost-effective, and offers all the functionality we need.

'Specifically, we can report on agents' time usage, achieve true skills routing and fully virtualise the service desk across the two sites.

'Intuit also created a bespoke interface that alerts us if calls have been queuing for too long with an audible signal.

'Workload is now even and automated; so we can deliver optimum service to staff, even if our own consultants are away from their desk.

He added: 'We now have no wastage on things like unwanted calls.

'It is also useful for disaster management.

'For example, if the fire alarm were to sound, we can automatically divert the whole IT service desk from one centre to another.

Tom Pienaar, director at Intuit Consulting, added: 'The programme is designed to improve the performance of the IT service desk at CPM while reducing the cost of establishing calls.

'Each consultant is defined to PER and assigned skills and ability levels.

'For now, this is defined simply as Tier One and Tier Two, and the system automatically routes calls to the most appropriately skilled support.

'As the project progresses CPM expects to further define these skills levels.

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