Alpha Technologies USA Inc SD Presentation Draft V20180828

Center of Excellence
“On-Shore Off-Site” Managed Services

Center of Excellence
“On-Shore Off-Site” Managed Services
Prepared for: Entercom

8/28/2018
 Who is Alpha IT  Help Desk vs Service Desk
 Alpha IT Global Services  Service as a SPOC
 Alpha IT “On-Shore Off-Site”  ITIL Service Model
Managed Services  Service Desk Management
 Off-Shore Challenges & On- Model
Shore Solutions  Change Management – High
 On-Shore vs Off-Shore Level Process
 On-Shore vs In-House  Service Desk Operations
 Our Managed Services  Tier / Level Support
 Alpha’s Automaton Program  Service Desk Solution For
 Process Robot Entercom (Radio.com)
 Our Clients Include  Dedicated Technicians
 Definitions  Knowledge Transfer &
 Service Desk Transition Plan
 Pilot Phase, Terms, and
Minimums and Fees
 On-Shore Cost Model
Info@alphait.us / alphait.us / +1 302-510-8205 1
Who is Alpha IT?
 Established in 1997, Alpha Technologies USA

Inc is one of the leading providers of innovative IT
solutions to a diverse and global client base.
 A US-based company with offices in Europe and

Asia providing IT solutions, specializing in:
• IT Managed Services
• IT Staff Augmentation
• IT Training and Innovation

Alpha IT Global Services
• Experienced Recruitment Desk

IT Talent • Over 100,000 resumes in database
Acquisition •
•
Partners with Global job board portals
20+ years of IB Experience
On-Shore • US : Multiple sites

• Europe : Multiple Locations
Off-Site Managed • Asia : North India
Services • Coming Soon : Latin America (Ecuador & Argentina)
• Innovation & Niche Technologies

IT Innovation & • Incubator space for market makers
Training • Pre-training before on-boarding (FTE, RTH or Contractors)

Alpha IT “On-Shore Off-Site” Managed Services
“The Viable Alternative to Off-Shoring and “In-house Cost/Benefit Challenges”
Companies have limited budgets and are struggling to find ways to:
Operational Operational Operational

Risks Costs Efficiencies
Regulatory, compliance, audit, Attrition/vacancy, occupancy, Manual processes, talent
business continuity travel, training, infrastructure, optimization, business
opportunity, transition interruptions due to downtime,
complex contracting process,
resource optimization
That’s where Alpha’s On-Shore Off-Site Managed
Services come in…

Off-Shore Challenges & On-Shore Solutions
Off-Shore Challenges On-Shore Solutions

Operational Risks
 Guaranteed data integrity and security
Cross-border Data Security  Zero regulatory burden
 Compliance and audits done locally

Compliance and Audits  Compliance group keeps track of all relevant
laws and regulations
 No double dipping
 Business is regulated by US laws vs

Regulatory Changes
laws of foreign countries
Complex Business Continuity  Local (US) business continuity

disaster recovery processes
Process

 Pickup drop-off service (some areas)
Operational Costs
High Travel Costs  Some cases Client travel cost is “ZERO”
 No overseas trip
High Transition Costs  Access to the right resources enables

faster transition of services
High Infrastructure Costs  Clients pay for what they use

 Lower overall infrastructure costs
Opportunity Costs  Eliminate client’s IT burden

 Clients refocus on internal innovation
Attrition/Turnover Costs  Lower Attrition rates

 Our model transfers the burden to us
High Training Costs  Training done from our facility in DE

 No overseas trip to train offshore resources
 Little to no travel costs
Management Costs
 Cost distribution across functional
management teams
 US-based staff – no language/cultural barriers
Significant Cultural Barriers  Effective Communication skills
Complicated Contracting
Operational
Efficiencies Process
 Fully negotiated contract within 15-30
business days
Lengthy Knowledge Transfer  Faster KT, greater productivity
Finding the Right Talent  Expertise in staff augmentation enables

effective talent acquisition and placement
Time Zone Differences  Team interaction during same time zone

 After-hours contact is based on client’s
requirements.
Lack of Accountability  Client-facing dedicated Client Relations

Manager just a call away
Outages and Downtime

 Proactive problem diagnosis & resolution
 Mature support
Cost Comparison - On-Shore vs Off-Shore
Service
Desk

On-Shore vs In-House
Service
Desk

Our Managed Services
Increase Operational Efficiencies

While Reducing Operational Costs Flexible Execution
 Deep knowledge of IT Solutions developed over 20 years  IT Managed Services in Client’s Facilities
of providing IT services to global clients Manage support from client’s site with Alpha employees
 Core competence in Talent Acquisition - allows us to find  Hybrid Support
the right talent within budget & with right skill set. Team leads on client site & rest of the staff at Alpha COE
 Work distribution across functional areas thus passing  Project Management & Delivery
savings on to our clients
 Established relationship with channel/industry partners –
Service
We manage special projects (partial or turn-key)
 Manage Capacity
compliant solutions delivered on-time & within budget Desk: Provide pre-trained resources. Can
Talent acquisition
 IT Services are supported by IT Training & Innovation have resources on bench if needed
focusing on “automation, reduction in manual processes” &
 Weekend Support (BAU functions) Clients looking for
developing skills in emerging technologies
weekend support only to support their weekend work
 Operational approach is based on “lean strategy” –
maximize customer value while minimizing waste

Alpha’s Automation Program
 Innovation and Automation Program focuses on developing new and enhancing current
automation tools while developing core competence in emerging technologies to help clients
reduce manual processes and boost productivity
 Tier 1
Alpha’s Automation Program

 Robotic Process Automation - Business Process
Service Tier 1: Robotic Process
 Tier 2 Desk Automation Using Process

Robot
 Infrastructure Automation
Tier 2: Automation Via
Tools (Puppet, Chef)
 Tier 3
 Application Automation Tier 3: Automation Via
Build Tools (Jenkins)

PROCESSROBOT
AUTOMATION SUITE:  Payroll Processing
SOLOBOTS  Credit Card Application Processing
AND SIDEBOTS SoloBots: powerful self-

reliant Software Robots
UNLEASHED that autologin and
operate unattended
IN THE  Forms Processing
 On boarding/Off
ENTERPRISE Boarding SideBots: user-assisting
Software Robots
programmed for
collaboration
 Legacy Applications
Automation
 Citrix & RDP Automation
Business and IT work together to

structure information, design
workflows, automate processes, track  Incoming Customer Email
and assess performance. Processing
 Call Centre Operations
12
Our Clients Include
Service
Desk
Info@alphait.us / alphait.us / +1 302-510-8205

13
Definitions
 “A service is a means of delivering value to customers by facilitating

outcomes customers want to achieve without the ownership of specific costs
and risks.”
 “Service Management is a set of specialized organization capabilities for

providing value to customers in the form of services”
 “Service Management takesService

the form of a set of Functions and processes for
managing Services over the lifecycle”
Desk
 “Service management is also a professional practice supported by a
extensive body of knowledge,
experience and skills”
-ITIL v3 Service Strategy

Service Desk
 The single point of contact between the service provider and the users.
 Manages incidents and service requests.

Service
Handles communication with users.
 The service desk performs theDesk

first line support for IT services.

15
Help Desk vs Service Desk
Service
Desk

Service as a SPOC
IT
New hire Hardware/Softwar
requests e purchase
requests
End user emails, Service

Events from
external
phone call, &
walk-ins Deskmonitoring
systems
Service
desk
One email ID / One Phone number / One URL

17
ITIL Service Model
Service
Desk

Service Desk Management Model
Knowledge Base Problem

Self-Service
Incident
0
Calls
Emails
Voicemail Service
Chat Service Requests
Walk-ins
Desk
Interaction
Request
Fulfillment
End-Users
RFIs
Change Mgt. – High Level Process
0
20
Service Desk Operations
0
Tier / Level 0 Support
Includes but not limited to:
 Create and provide documentation to end-users to enable them to troubleshoot and
0
solve problems using self-service tools.
 Provide insight to application developers as were to provide links and access to

information.
 Create a knowledge base page of FAQs to guide end-users.

 Receive contact from Customers.
 Collect pre-defined information from Customer to fully understand and triage
1
problems.
 Log contacts and categorize tickets as required by Radio.com.
 Open problem tickets and route to appropriate queues.
 Password resets (or any resolved incidents) are completed and logged as “resolved,”
then reviewed and closed by the responsible agency or automatically in Radio.com
system after defined SLAs.
 Customer receives email from Radio.com stating “resolved” (allows Customer to

respond if needed).


 Monitor queues and perform initial problem verification, contact the person who
reported the problem.
 Verify ticket information, assess priority, and record any additional information
about problem.
2
 Record error messages, activity logs, and complete associated templates.
 Manage the first level problem queue.
 Record any additional incident identification information into Radio.com
 Take and record appropriate actions to resolve problems.
 Ensure agency standards, practices, and procedures are being followed.
 Perform basic dial-in troubleshooting.
 Manage call escalation, tracking, and resolution.
 Assist new customers logging into the app for the first time.
 Any issue unable to be resolved at Level 0 or Level 1.


 Install and uninstall software, hardware, computers, and peripherals.
 Image and re-image new and existing computers and laptops.
3
 Add and remove printers and all required peripherals.
 Resolve virus problems (for initial triage; if spreading goes to Security).
 Service Level Agreement (SLA) management.
 IT needs related to relocations and IT deployments.
 Support needs that require work with hardware and software vendors to resolve
issues.
 Asset management.
 Any issue unable to be resolved at Level 0, Level 1, or Level 2

Service Desk Solution For Entercom (Radio.com)
 Entercom is currently deploying Zendesk for Radio.com so Alpha IT helps to

optimize it after implementation, create macros, organize folders, create FAQs,
categorize tickets, build a knowledge base, tag and run custom and analytic
reports since we hold experience using a wide variety of Customer relationship
management systems including Zendesk.
 Alpha will provide all resources needed to help meet Entercoms’s defined
service level objectives by delivering faster response times, lowering hold
times, maintaining 24/7(or agreed) coverage, improving Customer Satisfaction
and consequently online reviews

Service Desk Solution For Entercom (Radio.com)
 Alpha IT will provide a team of dedicated technicians to support end users and business operations.
 With over 20 years of experience in IT talent acquisition Alpha IT can provide all levels of communication
support via phone, email and live chat.
 As part of Alpha IT’s Onboarding process, after Alpha has interviewed the tech candidates, Entercom has
the ability to interview all techs representing their business before going live.
 Alpha IT will utilize Entercom’s systems (Zendesk CRM) to answer tickets, deliver resolutions, manage
queues, document contacts, run reports, etc.
 Alpha IT’s knowledgebase management system to stay up to date on updates: New services, Term of
Service / policy changes, new partners, etc.
 Entercom will provide a team member (manager/director level) on their side to facilitate daily
communication, escalation, collaboration, ongoing training, and management.
 Entercom will have a Team Leader, customer support QA, custom reports, and an accountable director on
site to ensure that the highest quality of support is being delivered.
 Alpha IT will implement it’s best practices and expertise in the high-growth support space by being a
partner, not just a vendor, providing Entercom with reviews, advice and suggestions on how to
continuously improve support.

Knowledge Transfer and Transition Plan
Understanding of client project

Review of MSA
Review of Run Book Week 1-2
Risk, Compliance, Governance etc.
Review SOW/SLA/KPI
Data Protection Week 2-4
Test Network Connectivity
Finalize/Sign SOW/SLA/KPIs
Finalize Transition Plan Week 4-6
Plan Work Force
Start KT for TLs on Client Site

On-Board Resources at COE
Finalize Run Book Week 6-8
Schedule Status meetings
Partial work on Client Site
KT for Off-Site Resources
Client POC on Alpha Site
Week 8-10
Start Support from Alpha COE
Client POC random visits
Status Meetings
Week 10-11
Weekly Status Meetings
Address any pending issues
Start looking at automating tasks
Week 10-12
Dedicated Technicians
 Dedicated Alpha IT Help Desk technicians will provide support Entercom.
• Omni-channel Techs: Phone, Email, Live Chat, Community

Management & Back Office
• Digital techs: Email, Live Chat, Community Management & Back
Office
• Weekday Techs are staffed 8 hours a day, 5 days per week ~ 170
hours/month
• Weekend Techs are staffed 8 hours a day, 2 days per week ~ 64
hours/month
 During the Pilot phase, Alpha IT will analyze ticket volume, KPIs and
benchmarking to staff the appropriate number of techs to deliver desired
service levels and hours of coverage.
 Alpha IT always works with clients to ensure they have an optimized staff
that is the precise size.

Pilot Phase, Terms, and Minimums and Fees
 Alpha IT is offering a 90 day risk-free Pilot phase with as few as 6 dedicated techs where the Entercom may
terminate the Agreement without penalty for any reason.
 Alpha IT requires a team of 6 dedicated techs at $28.50/hr. which will be applied to reflecting the last month of
service.
 No Deposit required.
 One time set up fee of $4,500 which covers:

• ALL time utilized for training, on-boarding, & implementation
• Operations manager, trainer & techs time
• Alpha IT’s best practices and management consulting
• Process training, knowledgebase transfer / FAQ development
• Hardware- Laptops and Monitors
• Software- Office cost per license
• VOIP- Phone Cost

On-Shore Cost Model for Varying Hours/Shift Coverage
 On-shore Techs are 100% dedicated to Entercom (Radio.com) to ensure the highest quality of support is delivered.
 ON-Shore dedicated techs will handle email, live chat, in-app, social media and App Store, Google Play, Amazon
reviews.
Days of Hours of Coverage No. of Technician Daily Weekly Monthly Yearly

Coverage Dedicated Hourly Rate Cost per Cost per Cost per Monthly
Technicians Technician Technician Technician Cost
Mon -Fri 8 hours (12am to 1 $28.50 $228.00 $1,140.00 $4,940.00 $59,280.00

8am)
Mon -Fri 8 hours (8am to 1 $28.50 $228.00 $1,140.00 $4,940.00 $59,280.00
4pm)
Mon -Fri 8 hours (4pm to 1 $28.50 $228.00 $1,140.00 $4,940.00 $59,280.00
12am)
Sat-Sun 8 hours (12am to 1 $28.50 $228.00 $456.00 $1,976.00 $23,712.00

8am)
Sat-Sun 8 hours (8am to 1 $28.50 $228.00 $456.00 $1,976.00 $23,712.00

4pm)
Sat-Sun 8 hours (4pm to 1 $28.50 $228.00 $456.00 $1,976.00 $23,712.00
12am)
TOTAL 6 N/A $1,368.00 $4,788.00 $20,748.00 $248,976.00
***Alpha Technologies USA Inc is open to negotiation with Entercom to work within their budget and still ensure quality service***

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Center of Excellence

“On-Shore Off-Site” Managed Services

Prepared for: Entercom

 Established in 1997, Alpha Technologies USA

 A US-based company with offices in Europe and

Info@alphait.us / alphait.us / +1 302-510-8205 2

• Experienced Recruitment Desk

On-Shore • US : Multiple sites

• Innovation & Niche Technologies

Info@alphait.us / alphait.us / +1 302-510-8205 3

Operational Operational Operational

Info@alphait.us / alphait.us / +1 302-510-8205 4

Off-Shore Challenges On-Shore Solutions

 Compliance and audits done locally

 Business is regulated by US laws vs

Complex Business Continuity  Local (US) business continuity

Info@alphait.us / alphait.us / +1 302-510-8205 5

High Transition Costs  Access to the right resources enables

High Infrastructure Costs  Clients pay for what they use

Opportunity Costs  Eliminate client’s IT burden

Attrition/Turnover Costs  Lower Attrition rates

High Training Costs  Training done from our facility in DE

Lengthy Knowledge Transfer  Faster KT, greater productivity

Finding the Right Talent  Expertise in staff augmentation enables

Time Zone Differences  Team interaction during same time zone

Lack of Accountability  Client-facing dedicated Client Relations

Outages and Downtime

Info@alphait.us / alphait.us / +1 302-510-8205 8

Info@alphait.us / alphait.us / +1 302-510-8205 9

Increase Operational Efficiencies

Info@alphait.us / alphait.us / +1 302-510-8205 10

Alpha’s Automation Program

 Tier 2 Desk Automation Using Process

Info@alphait.us / alphait.us / +1 302-510-8205 11

AND SIDEBOTS SoloBots: powerful self-

Business and IT work together to

Info@alphait.us / alphait.us / +1 302-510-8205

 “A service is a means of delivering value to customers by facilitating

 “Service Management is a set of specialized organization capabilities for

 “Service Management takesService

-ITIL v3 Service Strategy

Info@alphait.us / alphait.us / +1 302-510-8205 14

 Manages incidents and service requests.

 The service desk performs theDesk

Info@alphait.us / alphait.us / +1 302-510-8205

Info@alphait.us / alphait.us / +1 302-510-8205 16

End user emails, Service

One email ID / One Phone number / One URL

Info@alphait.us / alphait.us / +1 302-510-8205

Info@alphait.us / alphait.us / +1 302-510-8205 18

Knowledge Base Problem

Includes but not limited to:

 Create and provide documentation to end-users to enable them to troubleshoot and

 Provide insight to application developers as were to provide links and access to

 Create a knowledge base page of FAQs to guide end-users.

Info@alphait.us / alphait.us / +1 302-510-8205 22

Includes but not limited to:

 Receive contact from Customers.