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End User Support

Help Desk | Process Optimization | Remote Workforces | Asset Management

Mission-aligned in delivering user experience

Evolver is a customer-focused solutions developer specializing in help desk services tailored to an organization’s mission. Our customer experience includes government agencies and large enterprise organizations in the private sector.

The Evolver approach improves overall organizational responsiveness, both externally to the user and internally within the workforce. Our IT solutions lead to faster problem resolution, increased customer intimacy, and improved control of assets and investments.

Help Desk & Service Management

Evolver’s help and service desk solutions introduce a cross-trained team focused on the end user experience. We offer multimodal solutions – whether reaching a user via phone, web video, or collaboration software, we provide VIP support across customer environments.

Process Optimization & Delivery

Key processes are about the creation of an experience, rooted in initiation with the customer. Evolver’s optimization tactics help customers implement an effective triage approach to ticketing with solutions that include automation, workflow design, quality assurance, customer feedback methodologies, and more.

Remote Workforce Management

With the rapid growth of offsite employees, there are increased challenges for end user support. Regardless of the size or location of a workforce, Evolver’s remote user solutions provide the IT support an organization’s staff requires for continuity and stability.

Asset Provisioning & Management

Evolver provides complete asset investment management support, including acquisition support, cost benefit analysis, deployment and refresh, inventory and stock management, repair, disposition/retirement . We are available for the full lifecycle of an IT asset strategy.

The front line for helping users get solutions

Based on a presidential mandate, an office within a large US federal agency recognized that it needed to operate its contact center more efficiently and better serve its over 300,000 citizens. The customer needed to conduct a systematic assessment and adopt new technologies to address overall operational efficiencies such as quality assurance, service level agreements, onboarding/training of new employees, and customer satisfaction.

Evolver was called upon to establish a strategic approach and to implement operational performance improvements and measurements that would dramatically improve contact center performance.

The front line for helping users get solutions

Based on a presidential mandate, an office within a large US federal agency recognized that it needed to operate its contact center more efficiently and better serve its over 300,000 citizens. The customer needed to conduct a systematic assessment and adopt new technologies to address overall operational efficiencies such as quality assurance, service level agreements, onboarding/training of new employees, and customer satisfaction.

Evolver was called upon to establish a strategic approach and to implement operational performance improvements and measurements that would dramatically improve contact center performance.

A Closer Look at End User Support

A multimodal approach to end user support

Evolver offers a comprehensive suite of services designed for end user support across all tiers of an organization, including internal staff, external audiences, and customers. Evolver's multimodal help desk services serve the customer in their desired environment, across organizations of all sizes. Whether assisting customers with phone support, video, Skype, Teams, or collaboration platforms, we meet the end user through whatever door they enter the system. Our customer care strategies have generated major operational improvements from both a financial and efficiency standpoint in government and commercial markets.

Evolver's expertise with IT systems also allows for full infrastructure integration. Combined with our experience staffing and operating service desks, our integration methods allow us to understand the relationship between networks, user accounts, devices, and the requirements of 24/7/365 staff reacting to customer needs. With a growing number of user devices in enterprise ecosystems, we know each organization needs a dedicated team that can support them.

Continuous Innovation for IT Service Management

Evolver's service management teams demonstrate a proven ability to align with our customers through continuous service improvement (CSI). Our commitment to IT Service Management (ITSM) and IT Infrastructure Library (ITIL) best practices has led to tested and true quality management practices through ISO and CMMI certifications.

Service Desk Management

Our end user support team addresses customer inquiries and provides problem resolution, technical advice, and software user support.

Customer Care Strategy

We offer a continuous feedback method that collects customer data, compares this to established metrics, refines processes, leverages technology, and optimizes the final processes.

Call Center & Tech Support

Evolver quickly and efficiently establishes call centers of any size. We ensure the call center is the right size for the organization, while allowing for future growth without major investment.

Critical metrics to empower modern organizations

Evolver’s combined expertise in end user support and big data programs enables us to optimize customer support processes through advanced analytics and analysis.

We collect, analyze, and evaluate the right data. This method provides valuable insight into customer interactions without requiring huge investments in computing resources.

Our End User Support team can establish strategic approaches to implement operational performance improvements and measurements to critically improve hour-by-hour execution. Our process optimization efforts:

  • Improve operations and customer satisfaction
  • Meet and exceed SLA requirements
  • Reduce inefficiencies and lost time
  • Consistently achieve Quality Assurance (QA) targets
  • Implement the latest in workforce management process and tools

Consistency and reliability for the full spectrum of workplaces

Evolver's remote user support teams have experience in immediate adaptability. The already accelerating trend of telework has seen a rapid increase and will only continue to be a central part of daily worklife. Our remote solutions can be stood up with expediency when faced with sudden changes to commuting patterns.

Whether providing our services for an on-campus network or reaching off-campus users, the Evolver team can concentrate on connecting remote staff to customer end users, as well as fellow employees and key partners. As with all end user services, we follow continuous service improvements to maintain the integrity of previously introduced solutions. Core remote user support services include:

  • Asset delivery and management
  • Continuous workflow monitoring
  • Application updates and delivery

Regardless of the size or location of a workforce, customers look to Evolver to provide the IT support their remote workforce requires.

Anticipating customer asset needs through an experienced perspective

Asset management, including servers, storage, networks laptops, routers, servers, and mobile devices, is the backbone of any infrastructure. Evolver is present for the full lifecycle of an IT asset strategy. A member of the International Association of IT Management since 2017, our team includes certified staff that understand the rigorous standards necessary for modern enterprises.

The specific understanding of what is deployed gives us a specific understanding of what cybersecurity vulnerabilities we have to manage. Proper asset management elimates exposure, ensuring a system that seeks out compromised devices in need of remediation..

Evolver provides complete asset management, whether they be physical or virtually on the cloud to include:

 

  • Acquisition support
  • Cost benefit analysis
  • Deployment and refresh
  • Inventory and stock management
  • Repair
  • Disposition/Retirement

 

We develop strategies to maximize the return on investment and minimize capital expenditures. Evolver pinpoints valuable emerging technologies and implements plans to take advantage of these technologies while maintaining reliable, continuous operations.

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