The goal of Sofigate’s service is to produce concrete results. We set the service goals together with the customer and constantly monitor the realization of those goals. The means for monitoring the service and guaranteeing high quality vary slightly depending on the service. The best results are achieved when the customer is also active with goal oriented steering.
Systems that enable constant monitoring of the ICT management service
Sofigate’s reporting is the more comprehensive the acquired service is. In an ICT management run by Sofigate, we utilize the ICT management strategic and operative systems as part of the service. With these the customer gets a comprehensive and up-to-date view on the ICT operations status and realization of goals. Similarly in projects, the project manager and the project management office keep the steering group constantly aware of progress with respect to the set goals.
Example: An international company buys ICT Management as a full service from Sofigate. The Executive team follows the progress of ICT management using ICT Dashboard for Management that is included in the service.
The most experienced person as customer responsible
With Sofigate, the same person is responsible for the customer promises and their realization. Customer responsible is the same executive that is responsible for a service, and therefore has all the prerequisites to fulfill the customer’s needs and expectations. For the same reason the reaction the customer feedback is immediate, and going through the results is not just a formality but a genuine chance to share vision and experiences. The customer has the possibility to get coaching and expertise from the most experienced level.
Example: Sofigate execuive team member responsible for ICT infrastructure management service, Jarmo Jätyri, spends 80% of his time at customer premises. Jarmo participates actively in his teams' work in developing customers' infra services and operation models.
Service Care gives a 360-view
How do different contact people at the customer see the services? How do Sofigate’s experts get on at the customer? How have the service costs developed? What results and benefits have the service brought? What development possibilities the services have? Sofigate’s Service Care answers these and many more questions in its report, giving a 360-view of the service.
Example: A large corporation's CIO receives three times a year a report of Sofigate services that is based on the interviews of key personnel. The report gives a wholistic view of the achievements and deliverables of the service and of the service experience. The report includes suggestions for the development of the cooperation.