Outsourced Customer support

Whether you need to reset a password or revive a down system, access to reliable expertise and proven support processes is essential. Where will you turn for support to ensure continuous returns on your investment in recruiting and talent management technology? The Newman Group provides an answer, with outsourced customer support services.

A Proven, Structured Support Center Program
To maintain operations and derive value from your technology, The Newman Group provides access to certified experts and an established troubleshooting and support infrastructure. While many service providers deliver limited or ad hoc support, our support center provides the structure, responsiveness and expertise you need to ensure that your systems meet the rigorous demands of your talent acquisition and management processes. Features include:

• Expert Staff: Our support center includes an expert staff of technical and functional team members certified in today's leading talent acquisition and management technologies.

• A Structured Approach: Unlike many support options, our support services are based on a proven methodology to address issues with users and systems. This approach minimizes repetitious trouble reporting and reduces time-to-resolution.

• Issue Tracking and Management: Our case management system, email server and call center PBX are integrated to boost support center efficiency and responsiveness, ensuring a pleasant user experience, from initial contact to resolution. Our systems capture contact information, details of the issue, all related communications, resolution data and case statistics, helping you better manage your systems and improve productivity.

• Complete Test Environment: Our support center staff maintains an independent sandbox environment to verify reported issues. This enables us to mimic your environment when needed, dramatically enhancing our ability to quickly and effectively work with you to address issues as they arise.

• System Administrator or End-User Support: Outsourced customer support services can be structured to meet your needs, with call center availability for your system administrators or broader availability for all system users.

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The Newman Group Capabilities Brochure