• How to get set up
• Step 1 Initial agreement
• Step 2 Contact information
• Step 3 Customer Data
• Step 4 Local information/FAQs
• Step 5 Marketing the new service

This is an outline of the steps involved in setting up the service. During this process we will work closely with you to ensure that the service operates effectively from go-live.

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• Target go-live date
• Service agreement
• Purchase order (invoice after go-live).

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• Helpline contact methods agreed e.g. phone only
• We allocate you a dedicated free phone number
• You test transfer from your usual helpline number
• Technical and management contacts identified
• We organise daily email reports of queries logged

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• You provide basic customer data export
• We set up SFTP to receive your customer data and load into the helpdesk system.

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• You provide local information/FAQs
• You provide escalation routes and procedures for high priority incidents.
• We set up our knowledgebase with your local information/FAQs.

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So that your users are aware and can make best use of it.

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