Service Support Teams

A partnership in understanding offshore delivery

IT By Design's Commitment to our Partners

When we launched IT By Design in 2003, we imagined a company where we lived our values, grew a team that was more like family than employees, and turned customers into true partners.

We never dreamed that 23 years later, through education and community—and a lot of hard work—we’d grow our business to what it is today. It's a blueprint for our success, and a commitment to you - our partner. We promise to always continue to foster and cherish this spirit.

Your Support Team

Upon the signing of the agreement, your account will be assigned to a Technical Account Manager, Customer Success Manager, HR Business Partner and a Service Delivery Manager.

This team will help co-manage the resources with you.

In addition to the Technical Account Manager, your team will also have access to our learning and development resources as well as a team of more than 500 engineers who they can leverage for technical expertise.

Support Escalation Process

Submit a Ticket

Send an email to partnersuccess@itbd.net and a ticket will automatically be generated in our systems and assigned to the appropriate engineer

Escalate

For service-related issues, escalate to your Service Delivery Manager.

For any billing or account related issues, escalate it to your Customer Experience Manager.

Escalate to Leadership

If escalation to leadership is required, please email partnersuccess@itbd.net and cc: your executive leadership team.

Your Customer Experience team should be cc'd on all escalations at cx@itbd.net

Meeting Agenda

Scorecard Review
Feedback
Follow Up From Last Meeting
Next Steps

Communication with ITBD Management

In order to make this engagement a success, we will keep an open dialogue through our recurring service calls.

These calls help us co-manage the team, which results in much greater success. Our meeting agenda for the service calls is below.

Meeting Rhythms

First 60 days: weekly
61-90 days: bi-weekly
91 days and beyond: monthly

Quarterly Business Reviews (QBRs) are required in order to ensure effective collaboration by both organizations. This meeting will discuss the engineer's scorecard for the past quarter, as well as the account health.

Key Performance Indicators

Defining Key Performance Indicators (KPIs) helps your team stay focused and efficient. As your remote team is an extension of your internal team, you can set their KPIs as you would set for your onsite team members. This will help them contribute toward the overall success of your organization.

Sample KPIs for Service

Tickets closed per day
Average time to respond
Average time to resolution
Average handle time
Total billable time/day
CSAT

Managing Utilization:

We will help you configure your:

PSA
Brightgauge
Team GPS

This will automatically send us your team members utilization report. This is needed to effectively manage KPIs and ensure that we can proactively help you identify areas for improvement. If you need help, just send an email to partnersupport@itbd.net

Performance Scorecards

During the onboarding process, you will be asked to provide the employee with a performance scorecard. We often integrate our team scorecards into our Team GPS performance management software.

Sample Service Scorecard

Customer

Provide Team Lead
Employee Training
Facilitating employee access to customer toolset
Setting Employee KPIs
Evaluating Performance
Setting Employee Hours
Providing POC to ITBD

Customer and ITBD

Employee Promotion | Pay Adjustments
Employee Discipline up to Termination