Contact Center Solutions Featured Article

Ensynch Improves Call Center Performance with Help from FrontRange

February 21, 2008

Organizations throughout the nation are outsourcing their IT departments in an effort to lower costs. Many of these companies also seek to improve their results when it comes to more satisfied end users and better IT service delivery.

Ensynch, a Tempe, Arizona-based company that provides outsourced IT infrastructure, staffing and managed hosting services, seeks to help these companies. Ensynch focuses on helping clients achieve these goals with the assistance of innovative software from FrontRange Solutions.

The EnDemand Data Center is Ensynch’s fastest growing business unit. This center relies on FrontRange IT Service Management (ITSM) software to quickly and professionally respond to incoming client requests.

Support agents have the ability to view who is calling, any previous call history and the services that the caller can access, all within one central database. Agents can also input updates in real-time, toubleshoot an issue immediately or refer callers to their in-house experts using ITSM.

With the expansion of the EnDemand Data Center business, Ensynch realized it needed an integrated, ITIL-compatible platform in order to handle the volume of work associated with processing client issues, fulfilling audit requirements and meeting service-level agreements (SLAs).

As a result of these demands, the company turned to FrontRange IT Service Management. This solution provided an ideal ITIL framework to support Ensynch’s objectives.

"FrontRange ITSM's integrated ITIL support and flexibility allow us to configure the solution to support each of our client's unique needs, without increasing staffing costs," said Jared Thompson, systems administrator, Ensynch, in a Thursday statement.

"Finding information in one minute versus 10 minutes can mean the difference between meeting SLA targets or not."

Ensynch selected five FrontRange ITSM modules: Incident Management, Problem Management, Change Management, Release Management and Inventory Management, as well as FrontRange IP Contact Center (IPCC).

With IPCC, customers and agents can access ITSM capabilities and information over the phone. The FrontRange Professional Services team was also fully involved in order to guarantee rapid configuration and deployment, further supporting Ensynch’s value benefit.

The implementation of the FrontRange solution helped Ensynch to decrease call hold times by approximately one third; improve call resolution times by three to four minutes per call; meet customer needs without hiring additional staff; and allow call agents to record metrics accurately with ITSM's simple reporting tool.

"FrontRange ITSM provides IT management with a software platform that lets them rapidly deploy a customizable solution without breaking their budgets," said Kevin J. Smith, vice president of products, FrontRange Solutions, in Thursday’s statement.

"Ensynch agents now have a system, built to IT best practices standards, that they can access from anywhere to effectively support their clients and meet their service-level agreements."

Customer service standards are becoming more demanding as consumers are expecting higher quality service from companies with which they do business. Combine this increase in demand with the fact that many companies are facing the commoditization of their products and services and differentiation is more difficult to achieve.

Such a combination is creating a phenomenon where companies are forced to examine their customer service initiatives and how they can achieve differentiation in their service deliverables. Ensynch is tapping into these opportunities and focusing on integrating solutions that help to deliver a better customer experience.


Susan J. Campbell is a contributing editor for TMC and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.

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