HDI Support Center Certification
Become an HDI
Certified Support Center!
in moving your support center to new levels of industry best
practices? Thought about how
streamlining operations could reduce costs, improve responsiveness
and increase customer satisfaction? Then consider HDI's
Support Center Certification
HDI Support Center Certification
provides a professional review and assessment of your internal/external support
operation, in accordance with customer criteria and world class
In examining support policies and procedures, systems, tools and personnel, we
uncover opportunities for improvement that lead to
reduced costs, improved efficiency, and
customer satisfaction and retention.
Paul M. Dooley,
Optimal Connections, LLC has been certified as an
Auditor of Help Desk and Customer Support Operations by HDI, the world's largest
membership association for the service and support industry. In this capacity,
Optimal Connections is please to provide audit and certification services for
HDI's Support Center Certification program.
Here is what some of our recent clients had to say:
Recent HDI Certifications
Optimal Connections principal
consultant, Paul M. Dooley, has acted as the HDI Auditor in
conducting the support center audit for the following organizations:
Certified 2003, 2005, 2007,
and most recently in 2009.
Center focuses on providing services
that enable clients to make the right
decisions at the right time using the right information.
Organizations need total IT support, whether it’s to support custom
systems, consolidate support from multiple vendors, or augment their
own staff. Intergraph Solution Center provides total hardware,
networking, operating system, and applications support. At
Intergraph, they recognize that each customer’s needs are different,
and they satisfy those needs through a customer-centric approach.
2007; Re-certified in 2009.
Saudi Aramco has
just completed it's 4th HDI audit of its central
support operations, located in Darhan Saudi Arabia. Paul M.
Dooley, HDI Auditor, completed the 3 day on site audit in October of
2009, with HDI SCC certification results to be announced later this
Saudi Aramco's operations span the globe and
the energy industry. As a company, it oversees the largest
conventional reserves of crude oil, is the world’s largest producer
and exporter of crude oil and leads the world in exporting natural
Certified 2003; Recertified Sept 2007. T Systems North
regional division of T-Systems, is a
NA is wholly owned by
Deutsche Telekom AG
throughout the Americas with
headquarters in Auburn Hills, MI.
T-Systems completed HDI SCC recertification in Sept 2007, with Paul
M. Dooley as HDI Auditor. As Deutsche Telekom's business
customer brand, T-Systems is the perfect expression of one of
Europe’s leading ICT providers – its employees, its services and its
aim to serve as "enabler" for its customers.
SABIC - Saudi
Basic Industries Corporation
May 2007. SABIC is the Saudi Basic Industries Corporation, one
of the world’s leading manufacturers of chemicals, fertilizers,
plastics and metals. SABIC supplies these materials to other
companies, who use them to make the products on which the world has
come to depend. SABIC selected Paul M. Dooley as their HDI SCC
Auditor early in 2007, as they began finalizing work on preparations
for the SCC audit. Paul conducted the on-site SCC Audit in Al-Jubail,
Saudi Arabia, with HDI certification being awarded May 11, 2007.
Congratulations to the SABIC support team!
National Help Desk,
Customs & Border Protection
2006. The National Help Desk (TSC) is the single point of
contact for reporting
systems problems for the Bureau of Customs and Border Protection (CBP),
Department of Homeland Security, world-wide. As well as deploying
and maintaining PC, wireless, and non-intrusive technology, the NHD
provides 7 x 24 hour support to all Customs and Border Protection
Agents, through service desk, desk-side, field support, and training
QAD Global Support Center
in 2004, re-certified in 2006. QAD
delivers enterprise software solutions around the world, providing support to
customers in over 80 countries. Since customers rely on the software to run
their business, it’s vital that QAD provide consistent, high quality support to
their customers – wherever and whenever needed. To meet this challenge,
QAD engaged the HDI Support Center Certification program in 2004 to assess and
certify eight major support center around the world. All centers were
re-audited and certified in 2006. Paul Dooley, our Principal Consultant,
acted as Auditor in both instances.
Marine Corps MCTSSA
Re-certified 2006 and 2008. The MCTSSA C4I Support Center completed HDI Support Center
Certification this December.
subordinate command of the Marine Corps System Command, Quantico, VA, the center
provides technical support to Marine Corps Program Managers in acquiring,
developing, testing, fielding, and maintaining C4ISR systems, in addition to
delivering technical support to Marine Corps Operating Forces.
Support Center Certification Benefits
Heightened credibility. Your
customers will know you are serious about customer support, and
they will appreciate the difference certification makes!|
Greater customer satisfaction. Due to
increased service call quality and improved productivity, you'll resolve
issues more quickly - and clients will be more satisfied as a result.|
Improved employee and team
morale. Because they'll be working
smarter and more productively, your team will experience greater levels of
Increased profitability. Higher
customer satisfaction naturally leads to additional add-on sales, increased
maintenance renewals, and greater customer retention.|
Support Center Certification demonstrates to customers and prospects your
commitment to providing excellent on-going support, setting you above and
apart from competition.|
Analysis of HDI or Optimal
Connections' Online Assessment results,
enabling you to identify strengths, weaknesses, and opportunities for
improvement in your operations.|
Pre-certification package, providing
comprehensive guidance on how best to prepare for the HDI Support Center
Consulting support during
consisting of one conference call/site visit per week to guide your support
center in implementing recommended improvements.|
In-depth on-site site audit, consisting
of 3-4 days of interviews, documentation review, and observations|
Review and assessment of performance
with respect to HDI's Support Center Certification model|
Formal written report and presentation,
along with submission to the Help Desk Institute for Support Center
Downloads for More Information!
Why Choose Optimal Connections as Your HDI Auditor?
Experience - Paul M. Dooley, Optimal’s
certified HDI Auditor, has over 30 years of experience in the service and
support industry – so you can be confident you are dealing with someone who
has a great deal of experience and expertise when it comes to assessing and
advising on call center operations. |
Qualifications - Besides Bachelors and
Master in Business Administration degrees, Paul holds Help Desk Manager and
SCC Auditor certifications from HDI.|
Quality Results - Paul has conducted
the largest HDI Support Center Certification audit to date for HDI: a global
SCC project encompassing seven support centers around the globe.|
Standard HDI Pricing
Base pricing is set in cooperation with HDI. This assumes audit and certification of
one support center only (multiple locations available on a quote basis).
Connections recommends our
Center Assessment as a first step in the certification process. Additional consulting
services are available but not included in the base price.
Email us at
firstname.lastname@example.org, or call +1-949-305-3544.
Become an HDI Certified Support Center!
* Heightened credibility
Greater customer satisfaction
Improved team morale
Join the dozens of world-class support
centers that have met the mark and distinguished