Our Solution Approach

Bi-modal service delivery – Persona centric delivery – student experience is enabled through technology and zero touch delivery, and Faculty/Admin experience enabled through automation and personal high-touch delivery.

  • myCSN Mobile App – different flavors for students, faculty and admin to create a connected experience and a single window for accessing all CSN services
  • Enhance technology usage through in-person and video based user trainings and change management
  • Maximize Return on Investment (ROI) by increasing user adoption and usage
  • Comprehensive automation strategy – self-service, self-healing and assisted support through chatbots
  • AIOPS (Artificial Intelligence) – Automated data collection, processing and analysis from multiple sources. Minimize service disruptions and enable faster fault isolation and troubleshooting
  • 40-50% reduction in ticket volume through self-service and automation in 18-24 months. Aim for 60-70% automation levels during deal term.
  • Omni-channel global service desk with “follow the sun approach” – Voice + extended day time coverage (16×5) from onsite helpdesk in Las Vegas. Non-voice + afterhours coverage from service desk in India
  • Omni-channel access for your users – Web, chat, voice, mobile
  • OTP based password reset solution
  • Left-shift approach to eliminate tickets and ensure quicker resolution through automation and service desk. Aim for 75-80% First call resolution in 18-24 months
  • Leverage existing monitoring tools and platforms – Service Now, Solarwinds – and augment them with additional open source tools for better instrumentation and proactive support.
  • Metrics culture – comprehensive multi-tiered metrics and dashboards
  • 30-35% committed productivity gains over deal term
  • Dedicated PMO to drive strategic initiatives and projects
  • 12 week risk mitigated transition from your current provider

Managed IT Services & Web, Mobile App Design and Development Company