Customer Program Management (CPM) Organization

DecisionOne’s CPM Organization and processes touch every DecisionOne customer. Field Program Managers (FPMs) are individuals who are assigned to manage large, strategic, or complex multi-year, multi-service accounts to ensure:

• Consistent processes and skills are in place across the customer engagement
• The Customer has a single point of contact for service delivery, account management, and escalation

Should your organization meet the criteria for an assigned FPM, from the time your contract is signed, the FPM owns your account from a DecisionOne perspective. This individual has been involved in the sales cycle and has a clear understanding of your needs, expectations, and the requirements of your contract. Your FPM is also responsible for client satisfaction and service level achievement for the life of your contract, and as such ensures that the proper reports are generated that optimally measure DecisionOne's performance for you and your organization.

As an independent service provider, DecisionOne has invested in the people, processes, and infrastructure to support the diverse needs of our customers. We make the availability of all your applications a priority, regardless of the vendor mix of equipment. That's because service is our only business.

Planning your total support solution

Effective service planning begins with a due diligence process to determine your service requirements, recommend potential service methodologies, ensure alignment with core competencies, and forecast your return on investment. We use a systems assurance checklist in our product examination process to ensure that all of the documentation, diagnostics, training, parts, and tools are in place before a piece of equipment is authorized for national service. A similar method is used to ensure that each new customer's requirements are met.

Program Management is built into every service DecisionOne provides. A key role of Program Management is to ensure that DecisionOne meets its commitments and that your expectations are paired with DecisionOne’s delivery capabilities. We train our field engineers with the objective of meeting or exceeding your required committed Service Level Agreements (SLAs) in fact – DecisionOne self-imposes SLAs for those customers that don’t dictate them as a part of their services agreement. There is a clearly defined escalation process when Program Management and/or the customer identifies an unmet commitment. Program Management owns the corrective action and resolution.

Standardized Automated Reporting

Based upon the technology support services provided, DecisionOne delivers standardized reports – all of which were designed incorporating feedback from our customers’ management and IT teams, along with DecisionOne’s onsite and remote engineers, and Operations group. These reports are:

Timely and comprehensive starting at implementation,

Based on real-time data, and

Tracked to the point of ownership –

All of which enables DecisionOne Program Management to trend accounts real-time to identify any potential opportunities for improvement.