Customer Relationship Management (CRM)
Our years of customer requirements investment, translation, and dissemination has led to our unique ability to provide targeted federal agency Customer Relationship Management (CRM) support to several different agencies. TekFive has the proven ability to assist our government customers in the complex analysis of technical and workplace acceptance of organizational challenges, while providing valuable data analysis and innovative approaches to an overall successful path to the organizational challenge. If it’s requirements analysis, governance analysis, organizational cultural technology education, or simply communicating and training the workforce, TekFive has that special blend of abilities to assist the customer. We recognize that the right amount of customer relationship management, at all phases of the approach, elevates the communication and success factors.
Business Readiness (BR)
Business Readiness is the process of managing change within the enterprise, such as new systems, technology or processes that can affect the enterprise. TekFive’s BR team establishes a framework used to proactively plan and manage the steps that need to occur to ensure the business impacted by the upcoming changes will be ready. In addition, we assist the enterprise by designing a repeatable process that eliminates non-value added elements, standardizes language and methodology across initiatives and centralizes change management functions for better consistency and efficiency.
BR service areas:
Change management
Organizational change management analysis
Stakeholder management
Strategic communications
Business Goals
Customer outreach
End user training and documentation
Identification of impacts related to system changes and outages
Usability studies
Survey development
Large scale event and conference planning
Traditional project management support services including risk management, schedule management, performance metric development and tracking and presentation development
End-User Support and IT Service Management (ITSM):
TekFive has performed a variety of government tiered and performance metric based, customer technical support duties, up to and including Help Desk ticket resolution, IT Service Management (ITSM) tool configuration, and individual customer onsite/remote support for our NASA End User Services Technologies (NEST) agency support contract, supporting our NASA Agency End User Services Office (EUSO) customer. Our TekFive NASA NEST team has provided excellent Help Desk support and Tier 1 through Tier 3 resolution, resulting in the August 2021, 2nd Quarter NASA EUSO Awesome Award and 23 documented end-user “kudos” during the last quarter of 2021 evaluation.
TekFive is currently providing Prime vendor services to the Veterans Affairs (VA) Virtual Help Desk, for several offices, in conjunction with our valued VA customer and vendor partners. The Virtual Help Desk encompasses full spectrum end-user support, to include 1-800 phone support, Tier 1 through Tier 3 additional end-user resolution, up to and including the utilization of skilled solutions engineers to ensure the veteran and veteran supporting community has the expedient and complete Help Desk services they deserve.
