Virtual Global Services Inc.

Client Background
Our client provides the highest quality, most comprehensive and optimal outcomes for
acutely ill patients. A team of the finest physicians, nurses, therapists, and other
professional caregivers tailors a health care plan that's in the best interest of that individual
alone.

Our client provides a safe environment for patients with the highest quality care by
collaborating with the medical staff and qualified professional caregivers. All five facilities
are licensed, our clients specifically servicing the needs of medically complex and
catastrophically ill patients.

Business Challenge
Our client engaged VGSI to provide a variety of consulting services. One of the
assignments involved conducting an independent assessment of the hospital’s existing IT
help desk in order to improve service levels. VGSI compared performance against industry
standards and examined existing end-user support strategy and direction, tools and
technology as well as staffing and skill sets. VGSI’ project team delivered a detailed
analysis incorporating call metrics, conclusions, and recommendations.

Having worked closely with VGSI throughout the assessment process, the hospital’s
technology management team had an additional project take-away: first hand knowledge of
the VGSI staff, its expertise and understanding of ITIL, and commitment to first-rate
customer service. In 2008, when our client decided to outsource, upgrade and expand its
help desk services and corporate web portal, they chose a partner they knew and trusted:
Virtual Global Service Inc.

The Solution
VGSI implemented SLA’s, committed to delivering measured improvements to the IT help
desk (one of the hospital’s key objectives), and expanded support coverage to 24x7.
During this same period, the Hospital embarked on a huge undertaking to move all medical
records to an electronic medical record (EMR) format. VGSI was asked to increase its
staffing to address the anticipated bump in call volume due to the initiative.

The VGSI solution converted the hospital’s entire Information Management department to
VGSI provide a web-based knowledge center that integrates a state-of-the-art VoIP phone
system with a robust incident management system. Further, over 1,000 end users could
now leverage the self help features of VGSI and view the status of their open tickets, thus
reducing unnecessary calls to the help desk for updates. Metrics were automatically
captured and viewed on line, while reports analyzing call and ticket volume, trending, root
causes, etc., were presented at monthly meetings.

The Results
With the VGSI team in place to handle the hospital’s IT help desk support and using the
VGSI help system, both the figures for monthly average abandoned calls and open tickets
were cut in half. VGSI tools and workflow designs highlighted work in progress (WIP) and
back logs and, in doing so, attracted the resources required to significantly reduce open
ticket volumes in all areas of IT.

Subsequently, new metrics have been established to monitor performance on an ongoing
basis. “With VGSI to manage IT help desk and its entire infrastructure, I can focus on key
strategic projects,” commented our client, Corporate CIO/CTO.

Further Cost Cuts
VGSi, Manila, Philippines was selected as an optimal offshore location due to its American-
accented, service-minded agents, presence of medical skills, and compelling cost savings.
There were three keys to a successful launch of high-quality operation in VGSi Manila.

 The first was selective hiring, with a five-percent acceptance rate.
 The second key was the appointment of an expatriate management team with
extensive call center experience.
 The final key to success was making a significant investment in on site resources.

To route calls to the offshore center, the client used dynamic call routing via a Voice over
Internet Protocol (VoIP) network. VoIP allows voice and data to traverse the same
network, providing flexibility in how companies route and handle customer contacts.

Perhaps the most important trend in call center technology today, VoIP takes the place of
large, costly, technology-laden customer contact sites and allows companies to easily shift
their telephone traffic anywhere in the world. Deployment of VoIP technology supported a
seamless transition to the VGSi Manila center.

Another cost savings of using VoIP is that the technology reduced onshore
telecommunications costs by 80 percent. The result of shifting calls to the center was an
average cost per call that was 35 percent lower than client's in-house centers.

Measuring a Successful Program
By May 2007, outsourced contact centers were taking 100 percent of all calls and meeting
or exceeding all designated goals.

Additional measurements of program success:

 Delivered cost per call is 20 to 25 percent lower than internal benchmarks.
 Earned quality scores are in 95 to 97 percent range, equal to or superior to internal
centers.
 First call resolution is 99.9 percent.
 Average handle time was reduced 50 percent
 Interactive Voice Response (IVR) enhancements reduced provider call volume by 20
percent.

Outsourcing its contact center operation has made a dramatic impact on the client’s bottom
line. It has given the organization the freedom to focus on what is does best - providing
access to high-quality health care at a reasonable price.

About Virtual Global Services Inc.
VGSI serves clients across the nation with comprehensive outsourced IT help desk,
inbound/outbound calls, back-office, e-commerce services and medicals services and
solutions. For more than 2 years, VGSI certified support professionals have expertly
delivered IT solutions; assisting companies to control capital expenses and support costs,
improve company focus, and increase end-user productivity.

VGSI’s company assumes the burden of IT support, eliminates distractions, and allows
firms around the world to concentrate on achieving strategic business objectives. For more
information, please CONTACT US TODAY!

Client Description
Our client is a Value Added Reseller (VAR), integrator, and distributor of products and
technologies for voice and data communications systems. The products and services cover
such areas as Local and Wide Area Networking, Data Communications,
Telecommunications, Wireless Networks, Information Security, and Network Consultancy
and Maintenance.

The Challenge
To keep up with its rapid growth, VGSi needed to quickly find and hire IT specialists with
expertise in application development and support, network administration, wireless and
router administration, CAD and telecommunications support. This required the client to
focus more time and attention on its IT needs than it wanted. This, in turn, took time and
attention away from my client’s rapid expansions and support.

The Solution
The client solicited bids from numerous vendors, and selected VGSi, Manila, Philippines for
the 5 year, IT outsourcing contract. “VGSi has done a great deal of work, so we’re familiar
with their quality of work,” said the President and CEO. “We value VGSi reasonable costs,
commitment to employee education to keep skills up-to-date, flexibility, and
responsiveness.

What is most important, however, is VGSi partnership approach – VGSI is diligent about
working closely with us to ensure we meet our objectives. They measure their objectives
by how we meet ours – it’s truly collaboration.” VGSI provides IT staff to support numerous
initiatives, such as:

 Systems analysis
 Custom application development and management
 Automated systems technical support (e.g., help desk and key control)
 Telecommunications support (e.g., installing, terminating, testing, and cabling
telephone, voicemail, pagers, and VOIP)
 Network management engineering (e.g. wireless, router, & server administration)
 Training support

The Results
By engaging VGSI to help with its IT needs, the client has been able to again concentrate
on its core mission of delivering high quality network services and support throughout the
USA and Asia. VGSI’s on site team has helped the client complete numerous IT projects
that improve efficiency, reduce costs, and help employees spend less time on routine
tasks. In just the last year, these projects have delivered significant benefits, such as the
following:

 VGSI helped the client process more than 1,000 work orders and minimizes staff down-
time by completing 90% of work orders the same day.
 VGSI helped the client optimize an online work order system, so the client employees
can submit IT work orders online, and IT staff can prioritize submitted work orders
and delegate them to the appropriate resources. These improvements have decreased
wait times for customers and have allowed more technicians to provide desk-side
assistance.
 VGSI helped THE CLIENT develop an efficient software patch delivery system, which
has simplified patch delivery and increased security compliance. Patches can be
quickly delivered to more than 1,800 workstations and laptops; 100 servers; 900
peripheral devices; 800 pagers and 300 cell phones and Blackberry devices. The client
compliance rates are now at 95%, well above the North America and Southeast Asia
requirements of 80% and 90%, respectively.

The Return of Investment

 Reduce labor costs considerably to 75% savings
 Eliminated lease extra office space, computer equipment, supplies, etc
 Engineering are now focus more in troubleshooting and on-site support.
 Exceeding customer satisfaction to “very satisfied” beat the client’s goal of having
75% of customers surveyed by the client via a third party.
 Available 24 x 7 IT Help Desk support