With the New Year upon us, many of us are thinking about the ways we want to change and improve in 2018. How do we do more with less, recruit and retain great staff members, and help our teams concentrate on the work that truly matters to our business?
At Nordic, we’re partnering with many organizations to offload their application support and maintenance and help them get back to the projects that push their organizations forward. Nordic Managed Services allows staff to turn their attention to the strategic and innovative work that supports your mission. Some of our customers have become so impressed by our knowledge of their system that they’ve engaged Managed Services for project work, including optimization.
We know that you may have questions about how Managed Services works. That’s why we’ve put together a quick FAQ on our service offering, hoping to shed some light on how our model works and how it can benefit you.
Please don’t hesitate to contact us with questions.
Q: What are the advantages of offloading Managed Services?
A: Simply put, Managed Services allows your team to stop the endless cycle of system maintenance and pursue projects with strategic value to your organization. We use carefully defined SLAs to resolve your support issues quickly and give you great customer service at a competitive cost. We often find that the shift in job responsibility is a boon to staff morale, as they no longer need to juggle support and project work simultaneously.
Q: How will offloading Managed Services affect my existing team?
A: Our Managed Services team is designed to free your team members from the issue management and application maintenance that derails the greater work you do as an organization. At its core, Nordic Managed Services liberates existing staff to turn focus where it is needed most: strategic initiatives, innovative projects, and mission-driven goals.
Q: Can I start with one application or a portion of an application?
A: Yes. This can be a great strategy that allows organizations to test the Managed Services model and for Nordic to prove our best-in-class service and partnership. We have proven effective working alongside existing teams at many organizations, and find that to be most efficient and successful, we work with the organization to clearly define which applications or responsibilities will be managed by Nordic long-term.
Q: What does a Managed Services contract with Nordic look like?
A: Nordic invests in a long-term contract that prioritizes partnership and service delivery quality. In every partnership, we have two broad goals. One, maintain laser focus on ticket resolution and service level adherence, meeting our SLA targets and achieving strong end-user satisfaction in our ticketing surveys. And two, tackle root cause analysis for long-term system integrity and to provide the best environment possible for your end-user population. We aim to partner with you to achieve your broader goals, including managing tickets, reducing backlogs, scaling for go-lives and upgrades, and other initiatives.
Q: What do you mean by root cause analysis? Can you give an example?
A: Resolving a ticket often goes beyond a simple fix and means addressing a root cause that lives within system design. At one of our clients – a large hospital system extending to affiliates – errors ordering, resulting, and charging for labs uncovered a broader issue of high-volume duplicate lab procedures. We’re now coordinating and completing the master file clean-up necessary to avoid ongoing issues, as well as piloting a process for analysis, review, and action for a subset of procedures.
While root causes will differ from problem to problem, our overarching goal is to dig deep into the issues behind your issues and leave your system cleaner and more functional than we found it.