Migration Assurance Program
MAP Overview
Readiness Checklist
Migration eTraining
Migration Staffiing Matrix
White Papers


Office 2007 Migration

How Much Will an Office 2007 and Vista Migration Hurt?

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Office 2007 Competitive Analysis

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Office 2007 Migration Assurance Program Overview

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Office 2007 Migration Readiness Checklist/Staffing Matrix

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How Microsoft Office 2007 "Exposed" Bill Gates

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Migration Staffing Matrix
  pchelps Adding FTEs Adding Temps Larger outsourcer, Microsoft or current full-service provider
1st Level Analyst Certification Certified Computer Consultant
Microsoft Office 2007 & Vista Certified Launch Partner
BlackBerry Alliance Partner		 Generalist Generalist Generalist, tiered-level support
Domestic vs. offshore staff 100% domestic Usually domestic Usually domestic Average 50/50 split
50% domestic/50% offshore
24 x 7, after-hours Yes, same level support providers Maybe, junior-level support or skeleton crew Maybe, junior-level support or skeleton crew Maybe, junior-level support or skeleton crew
Advanced level Office 2007 support Yes No >No No
# of software applications supported 160+ 12+ 12+ 12+
Training Certified instructor-led: On-demand, group, individual, on-line, self-help, targeted and available pre, during and post deployment No No Maybe, self-help
Project timeline and end-user awareness campaign Yes, all are customized to project, communication, training and deployment needs No No No
Cost model Limited to solution time, on actual use Fixed rate, including benefits and overhead $65,000/annually Fixed rate, including overhead $43,000 annual, on average* Per-incident, or added to support contract
Response time 2 ring response, no hold time Variable** average hold time 2 minutes Variable** average hold time 6 minutes Variable** average hold time 5 minutes
Abandonment rate Less than .01% 5%, on average 10+%, on average 15%, on average
Peak hold time 2 ring response, no hold time 9 minutes, on average 15 minutes, on average 10 minutes, on average
Average first call overall resolution % 91% Unknown Unknown 31.4%, on average
Cost per call (on average) Less than $25 $89.05 $95.95 $59, on average
   
*Source: Based on recent industry averages
**Source: PC Helps Downtime Analysis
How PC Helps Office 2007 Migration Assurance Delivery Differs
Business Process Larger Outsourcers/Consulting Firm Approach
  • Not usually Microsoft Office 2007 Certified Launch Partners
  • Not a core competence
  • Offshore focus
  • "Tier" Model
  • Incentive to:
    • Reduce volume
    • End call ASAP, resolved or not
    • Push to users/peers
  • No Type 2 emphasis
  • No training availability
  • Support ends with call
  • Call tracking/reporting not solution based
  • No end-user process conversion focus
  • Productivity goals - none
  • No pre and post training or support
  PC Helps Approach
  • Microsoft Office 2007 Certified Launch Partner
  • 100% U.S.- based
  • 100% certified consultants on every call, focused on first call resolution
  • Incentive to complete support call
  • Encourage Type 2 focus
  • Support extends well beyond call
  • Array of on-demand training options
  • Only PC Helps tracks and reports support calls at the solution level!
  • Pre, on-going, and post support and training encouraged
  • Client Service team focuses on end-user awareness
  • Partnership focuses on user conversion process, remaining and increasing productivity and ROI
Office 2007 Migration
  Microsoft Certified Vista and
2007 Office Launch Partner		  
"PC Helps was there, ready, and did a great job migrating the thousands of employees onto Outlook."

Mark Sievers | IT Director

   "Great Service! [PC Helps] did in 5 minutes what I had spent 1 hour trying to figure out. I love [PC Helps]. Keep up the great work."

Jerome Sparks | Avon Products, Inc.