Service Minds Inc. is a company dedicated to assisting customer service organizations in becoming the best they can be by providing:
- training
- processes
- self-service applications
Our aim is to help increase customer and employee satisfaction while reducing cost.
The application of industry standards combined with extensive experience as managers of all functions of customer service organizations, ensures our customers they will receive the best training and consulting available.
We offer standardized open courses and packaged processes as well as custom training and consulting
Our training and consulting is based on standards from ITIL (Information Technology Infrastructure Library), HDI SCC (Help Desk Institute Support Center Certification) and KCS (Knowledge Centered Support). These are best practices and standards from the most successful support centers across all industries around the world.
Customer Centricity
Customer Centricity, according to Wharton, requires that a company conceive of and manage themselves “not as a group of products, services, territories or functions, but as a portfolio of customers.” The program teaches that companies who are customer centric “know how much money they make or lose with each of their customers or customer segments, and they understand why.” Perhaps most importantly, “they understand in precise analytic terms exactly how their different customer relationships contribute to, or subtract from, the total value of the firm. Because they manage their customer portfolio on this basis, they know what to manage and where to invest in order to create sustainable profitable growth…”
Customer Centricity moves the support center, the customer service group, from an after the fact cost of doing business to the center of the company because it has the most interaction with the customer.
SaaS Consulting
The ability to update and upgrade support center software tools is dependent on getting on the IT project list. This is often no easy matter as the project team is always busy with business applications, maintenance and upgrades. Hence the help desk management system is often out of date, sometimes to the point of being unsupportable. Many help desk management systems require unique skills to update and install new versions, often very expensive resources to buy.
The answer is move to Software as a Service, SaaS. Nicholas Carr in his book, The Big 
Switch, Rewiring the World, from Edison to Google, suggests this is the way of the future....and for good reason. Implementation is swift! There is minimal up front cost. No hardware or software to buy. The support center manager can implement this on their own without being delayed by the project team or capital budgets. Usage is paid for on a monthly basis.
Usage fees are little more than what is now being paid for seat licenses and maintenance charges. Best of all, the responsibility for maintenance, upgrades and all the headaches of maintaining a help desk management system are born by the service provider.
Service Minds Inc. can help you find the right system and supplier of SaaS services to ensure your needs are met in every way. Combine this service with best practices and your support center will be a truly powerful customer service engine.
Is it safe and dependable? You bet! Saleforce.com and others like it are very successful at supporting users and keeping them productive and happy.
Service Minds' focus is on Support Centers of all types. We provide services for help desks, call centers and customer service organizations of all kinds to help them attain best-in-class operation.