Productivity Associates, Inc.

Successful Outsourcing Information Request

Dave Shepard — Tue, 14 Jul 2009 20:50:06 +0000

Your request has been successfully submitted.

We will respond to you very shortly.

The PAI Team

Quote for AACN

Brent Curry — Mon, 13 Jul 2009 18:10:06 +0000

“As customer support is not our core business, we knew outsourcing was the way to go. PAI has proven to be a great partner and has managed services to consistently meet and exceed our objectives in customer satisfaction.”

Quote for Ahura Scientific

Brent Curry — Fri, 10 Jul 2009 16:08:28 +0000

What impresses me the most about PAI is that they listen and take action. PAI seemed genuinely interested in working with our business. They came back with a proposal that addressed everything we discussed - and executed the plan just as they said they would. Our clients in the first-responder field have been delighted with the service they’ve received - and so have we.

Quote for Ahura Scientific

Brent Curry — Fri, 10 Jul 2009 16:05:15 +0000

We tried other help-desk vendors, but were not completely satisfied with the quality of service we received and how they represented us to our installed customer base. Ahura Scientific is a company that provides breakthrough chemical identification, authentication, and screening tools to specialists in homeland security and public safety. We cannot afford anything less than the best service and timely follow-up for our customers. Fortunately, in PAI, we found a company that consistently delivers just what we need.

Reduce & Control Costs

Brent Curry — Fri, 19 Jun 2009 18:49:41 +0000

Problem: With its e-learning subscriber base growing by 22% each quarter, AACN needed to find a help desk provider that would deliver first-rate care on a cost-effective basis.

Solution: PAI adopted a tailored, scalable solution that allowed AACN to receive the affordable, flexible service it required during this heavy growth period. PAI nimbly handled AACN’s subscriber requests – during a period when inquiries grew from 200 to 2000 per month – while decreasing the cost-per-call by 23%. By delivering a 90% first-call resolution rate, PAI reduced the number of repeat calls, as well as the cost of escalations.

Improved Performance

Brent Curry — Fri, 19 Jun 2009 18:48:49 +0000

Problem: AACN’s previous help desk vendor delivered poor service, and generated a 10% first-tier resolution rate. This forced AACN’s staff to resolve the remaining 90% of support inquiries, and took them away from other pressing duties. All this led to low customer satisfaction levels and poor utilization of expensive internal resources.

Solution: PAI stepped in and supplied the world-class service AACN and its clients deserved. In the first month of service, PAI delivered a 77% first call resolution rate, and soon increased that to 90% or greater on a consistent basis. This delighted AACN, and led to an expanded partnership with the company.

Improved Management

Brent Curry — Fri, 19 Jun 2009 18:48:00 +0000

Problem: AACN required a strong customer service partner for their e-learning products. The company’s previous vendor failed to deliver quality support, and the association was intent on finding a provider that would supply outstanding, around-the-clock help desk coverage.

Solution: PAI implemented a cost-effective, scalable solution that leveraged its 24/7 operations, world-class management, and ITIL-based service delivery. As a result, AACN members experienced a dramatic rise in the level of customer service and technical support quality. AACN appreciated the difference PAI made, and the two continue to expand their relationship.

Scalability & Flexibility

Brent Curry — Fri, 19 Jun 2009 18:46:59 +0000

Problem: AACN provides educational resources to its members. With membership growing by 22% each quarter, the association was struggling to keep up with its customers’ requests for information. AACN needed an affordable, quality help-desk service.

Solution: PAI implemented a tailored solution that gave AACN an aggressive cost savings over time. Meanwhile, PAI expertly handled the sharp increase in membership with a 90% first-call resolution rate, even during a period when requests grew by tenfold.

Quote for Hitachi Consulting

admin — Wed, 20 May 2009 16:52:41 +0000

After exploring the option of building an in-house service desk, we concluded this was a matter better left to an expert provider. So, we relied on PAI, who delivered a cost-effective solution with superb support services. We couldn’t be happier with the results, and know we made the right decision.

Quote for Hitachi Consulting

admin — Wed, 20 May 2009 16:11:10 +0000

We’re fortunate to have had PAI as our partner during this accelerated growth period for our business. They stepped in and handled roles other providers didn’t want to manage and did so with efficiency, competency, and flexibility.