CMG’s Help Desk Support Services follow three key elements for a successful Help Desk Centre
-PEOPLE, PROCESS, and TECHNOLOGY.
People
Process
Technology
24 x 7 x 365 Global Support Service
24 x 7 x 365 Global Support Service
3 Key Elements of Our Help Desk Centre
CMG’s Help Desk Support Services follow three key elements for a successful Help Desk Centre
-PEOPLE, PROCESS, and TECHNOLOGY.
People
Process
Technology
3 Key Elements of Our Help Desk Centre
CMG’s Help Desk Support Services follow three key elements for a successful Help Desk Centre
-PEOPLE, PROCESS, and TECHNOLOGY.
People
Process
Technology
Our Services
CMG has operated its Helpdesk Support Service Center since Year 2000 with dedicated toll-free hotlines for our project and managed services customers. It serves as a single point of contact for phone/social media channels/chat support, customer assistance, routing, monitoring, call logging, and call management service to handle incidents and requests. It also provides an interface for other activities such as Change, Problem, Configuration and Release Management, Service Level Agreements (SLAs), IT Service Continuity Management and Security, all according to prescribed ITIL standard processes.
Our help desk processes are ISO 20000-certified and ITIL standard processes, and these are the bedrock of our daily operations. CMG is proud to be amongst a small handful of Malaysian companies that have been awarded ISO 20000 certification and we work with the most stringent SLA and SLG levels to support every critical operation.
Our Services
CMG has operated its Helpdesk Support Service Center since Year 2000 with dedicated toll-free hotlines for our project and managed services customers. It serves as a single point of contact for phone/social media channels/chat support, customer assistance, routing, monitoring, call logging, and call management service to handle incidents and requests. It also provides an interface for other activities such as Change, Problem, Configuration and Release Management, Service Level Agreements (SLAs), IT Service Continuity Management and Security, all according to prescribed ITIL standard processes.
Our help desk processes are ISO 20000-certified and ITIL standard processes, and these are the bedrock of our daily operations. CMG is proud to be amongst a small handful of Malaysian companies that have been awarded ISO 20000 certification and we work with the most stringent SLA and SLG levels to support every critical operation.
Our Services
CMG has operated its Helpdesk Support Service Center since Year 2000 with dedicated toll-free hotlines for our project and managed services customers. It serves as a single point of contact for phone/social media channels/chat support, customer assistance, routing, monitoring, call logging, and call management service to handle incidents and requests. It also provides an interface for other activities such as Change, Problem, Configuration and Release Management, Service Level Agreements (SLAs), IT Service Continuity Management and Security, all according to prescribed ITIL standard processes.
Our help desk processes are ISO 20000-certified and ITIL standard processes, and these are the bedrock of our daily operations. CMG is proud to be amongst a small handful of Malaysian companies that have been awarded ISO 20000 certification and we work with the most stringent SLA and SLG levels to support every critical operation.
CMG CRM Management System is built based on ITIL requirements and standards. The system automatically assigns logs to First or Second Level support personnel based on complex algorithms. It gives visibility on the status of each log to relevant CMG logs takers, assigners, and customers.
Our engineers use CMG CRM Mobile Apps, which is developed in-house for log’s logging, input of log’s status, log’s follow up, and log’s closure. We have computerised log tracking, assignment, and closure into a complete supply chain system.
Our trained Help Desk Support Service Centre personnel are committed to ensure total satisfaction for every client’s experience. CMG aspires to achieve this goal by evolving and improving through periodic customer satisfaction surveys and service improvement programmes based on survey results.
CMG CRM Management System is built based on ITIL requirements and standards. The system automatically assigns logs to First or Second Level support personnel based on complex algorithms. It gives visibility on the status of each log to relevant CMG logs takers, assigners, and customers.
Our engineers use CMG CRM Mobile Apps, which is developed in-house for log’s logging, input of log’s status, log’s follow up, and log’s closure. We have computerised log tracking, assignment, and closure into a complete supply chain system.
Our trained Help Desk Support Service Centre personnel are committed to ensure total satisfaction for every client’s experience. CMG aspires to achieve this goal by evolving and improving through periodic customer satisfaction surveys and service improvement programmes based on survey results.
CMG CRM Management System is built based on ITIL requirements and standards. The system automatically assigns logs to First or Second Level support personnel based on complex algorithms. It gives visibility on the status of each log to relevant CMG logs takers, assigners, and customers.
Our engineers use CMG CRM Mobile Apps, which is developed in-house for log’s logging, input of log’s status, log’s follow up, and log’s closure. We have computerised log tracking, assignment, and closure into a complete supply chain system.
Our trained Help Desk Support Service Centre personnel are committed to ensure total satisfaction for every client’s experience. CMG aspires to achieve this goal by evolving and improving through periodic customer satisfaction surveys and service improvement programmes based on survey results.
