What We Offer: Customer Support Services:
Field Services
Dextrys helps equipment providers deliver profitable, high quality field services
to their customers. We can supply your company with a national workforce to support
onsite equipment installation, maintenance, and repair services. Our flexible delivery
models provide skilled professionals where and when you need them and can quickly
scale upward and downward as demand warrants, enabling our clients to control overhead
while remaining responsive to dynamic market needs. Whether working as an extension
of an existing field services organization, establishing a new organization, or
assuming full responsibility for the field services function, our team of skilled
experts will enable your company to deliver contract and warranty services that
drive revenue and delight your customers.
How Dextrys Can Help
With extensive experience in supporting the needs of software and hardware companies,
we��ve developed Field Services offerings that are optimized to provide these companies
maximum flexibility and scalability in handling their support requirements. Our
clients use our services to:
- Supplement internal field services teams to handle peaks in demand, address service
backlogs, deliver large projects (such as upgrading hardware across an entire customer
base) and provide specialized expertise to enable growth without adding permanent
staff
- Offload workload by category, product, technology, domain, or geography to enable
internal teams to focus on their core expertise or concentrate on more strategic
services
- Launch a new field services team quickly and with minimal investment
- Outsource their field services function to control costs, improve service levels
and standardize delivery
Our field services capabilities cover the gamut of on-site software and hardware
field support needs including installation, configuration, training, logistics management,
inventory management, resource deployment, program management and extended on-site
support. Dextrys has deep expertise in a number of domains including IT infrastructure
and medical equipment support and we are willing to invest in building client-specific
domain expertise and capabilities.
We handle scheduled services, break/fix assignments and special projects and can
assemble and deploy teams quickly even for large assignments. For example, one client
needed to upgrade over 2,000 servers at approximately 500 client sites within a
three month period. Dextrys was able to define and staff a program management office
to oversee the effort and assemble, train and deploy a regionally aligned team of
30 specialists within 15 days of contract award. The project was completed well
within the desired time frame and received a customer quality / satisfaction rating
of ��exceeds expectations�� by our client��s customers.
How Dextrys Delivers
Dextrys offers locally-based Field Services support in both the US and China markets.
In the US, we offer two models of Professional Service delivery. Program Staffing
is appropriate for organizations who wish to manage their own field services resources
and work assignments, while Managed Delivery is designed for organizations who wish
to offload delivery responsibility or all or any part of their service workload.
Program Staffing
This delivery option provides a package of recruiting and logistical functions to
support your field services team. We take responsibility for finding, vetting, contracting,
and training the right specialists when you need them and transporting them where
you need them to support your service engagements. These specialists function, and
are managed, as members of your field professional services organization.
Managed Delivery
In this option, Dextrys assumes the responsibility to staff, manage and deliver
all or any subset of your service workload up to outsourcing the entire field services
function. In addition to providing the actions described for Program Staffing, Dextrys
handles the details of profitably managing our assigned services including planning,
dispatch and ticket tracking. Throughout the engagement, we monitor performance
metrics, such as gross margins and resources utilization, and provide regular, comprehensive
reporting on these metrics and assignment status to company management.
China-based Field Services
This offering serves equipment companies who need to provide onsite field support
for customers in China, but want to avoid the effort and expense of building a local
organization or incurring the overhead of using non-local resources. Through our
extensive operations in China, Dextrys is able to staff, manage and deliver the
required field services using local resources to minimize costs and travel and provide
native language support. Dextrys provides these services with full Managed Delivery
as described above
Benefits
- Speeds product installation and use to accelerate revenue recognition
- Increases customer success with products to win follow-on sales of additional products
and services, lock in recurring support revenue and acquire positive references
- Enhances profitability through healthy gross margins and appropriate utilization
rates
- Provides variable resource capacity to handle peaks and valleys in demand
- Ensures the right skills are available when needed