CGS Help Desk Survey

Help Desk Survey

Customer
Request Date		(mm-dd-yyyy)
Due Date		(mm-dd-yyyy)

Customer Contact
Contact Phone
Contact Email

Customer Infomation

Customer Seats Entitled for Support
Customer Assets Entitled for Support
Are all seats in the United States?
If NO, what other countries and how many customer seats in each country?
What languages need to be supported?

Support Requirements

IBM Hardware:		If Yes, how should we dispatch?
Multi-Vendor Hardware:		If Yes, how should we dispatch?
Shrink-Wrap Software:
Custom Applications		If Yes, what applications?
Password Resets:		If Yes, what type of passwords?
Remote Control:		If Yes, what tool?
Software Push:		If Yes, what customer tool?
Non-Technical Calls:
Other:

Hours of Support Requested:		Type of Support Requested:
	5x9		Live Call
	5x12		Web Ticket
	7x12		E-mail
	7x24		Online Knowledge Base

What level of support?
What is the current call volume per month?
What is the current case volume per month?
What is the duration of the average call?
What is the preferred data connectivity method?
Who will own toll charges for North American callers?
How do International callers reach the service desk?
Do you require pricing for PC Desktops / Laptops?
Do you require Break/Fix services?
Do you require Deployment services?
Do you require Deskside Support services?
Do you require Asset Management services?

Case Management

Does the customer require CGS to use the customer’s case management tool?
If YES, what is the customer’s case management tool?
If NO, then CGS will utilize the CGS WebTrac™ case management tool.


If using CGS WebTrac™, does the customer require access to the tool?
If YES, how many users will need access to the tool?
How many users only need to update tickets created by the CGS help desk?
Will the customer allow CGS to survey their end users (Customer Sat Survey)?

Service Levels

Response Time:

85% of all calls answered within 60 seconds (standard)

Other, please specify

Abandonment Rate:

4% or less, measured after initial 60 seconds (standard )

Other, please specify

First Call Resolution:

75% or greater (standard)

Other, please specify

Customer Satisfaction:

85% or greater(standard)

Other, please specify

Are Satisfaction Surveys Done?

Additional Information

Please list any other information that you feel is important for CGS to know in order to price and / or support this customer opportunity:

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