ii2P offers a set of consultative services for process improvement tailored to end user needs; we call this set of services ICEaTOPE™ which  stands for Improving Customer Experience – a Total Optimization and Performance Enhancement. 

ICEaTOPE™ begins with an evaluation of current processes, current technologies employed, and helpdesk tools, and through a series of focused, on-site interactions with helpdesk staff and enterprise management, it results in recommendations that lead to end-to-end optimization of the helpdesk  processes. 

The ICEaTOPE™ methodology focuses on your enterprise staff, your processes, and your tools.  It reviews the helpdesk tools and the technologies used along with the processes employed to recommend a set of improvements to the helpdesk environment.  Effectively, ICEaTOPE™ re-engineers the service delivery organization. 

The end result is that ICEaTOPE™ generates behavioral change in your helpdesk model, and it creates a preferred end-user support model. Some of the services available with the ICEaTOPE™ methodology include:

• Workflow Management
• Scheduling and Forecasting
• Workforce Management
• Incident Management
• Activity Time Management
• Content Management
• Self service Automation
• Gap Analysis
• Level 0 Self service Adoption
• Level 3-2-1 Integration
• Metrics and Reporting

ICEaTOPE™ enables organizations to take the ITIL (Information technology Infrastructure Library) framework and institutionalize those best practices.  We analyze the staffs’ roles definition and organization structure and interdependencies.  We help diversify agent skill sets through a well defined cross training strategy.  We define the staff productivity and performance targets for each role.  Tools might include CRM ticketing systems, workforce management & scheduling, knowledge management systems, call tracking systems, or even automated call distribution (ACDs) and Voice Response Systems (VRS).   We review the tools and provide “single truth” reporting.  Processes to be analyzed might include work flow management, workforce management, incident management, or other areas of concern.  Our focus is on daily performance, productivity inspections diagnoses, and on continuous improvements.

The goal of ICEaTOPE™ is to optimize the helpdesk environment, by driving increased productivity and service improvements at each support level, and then redirecting the recurring flow of services to the most cost effective layer.  ICEaTOPE™ is about continuous improvement which is achieved with a solid process improvement plan, backed by metrics management.