High Availability

24/7

Service

365 days

Worldwide Service

43

Countries

5 Languages

Remote Coverage

2

Centers

MX-QE/MX-DF

Flexible Service Model

Our philosophy at icorp includes having a “Flexible Service Model” which we can adapt to your special requirements using measurable goals that help us satisfy the expectations stated in the SLA—all without sacrificing technical and economic competitiveness.

The ability to easily transform our generalized services into tailored, turnkey solutions has become one of the most important competitive benefits that icorp offers.

Global Company Global Company

More than 128 cities throughout Mexico


Service Desk remote access to 43 countries

  • Celaya, Gto
  • Cd. Carmen, Camp
  • Cd. Juárez, Chih
  • Colima, Col
  • El Salto, Jal
  • Guadalajara, Jal
  • León, Gto
  • Linares, NL
  • Los Reyes LP, Mex
  • Mérida, Yuc
  • Mexicali, BC
  • Monterrey, NL
  • Naucalpan, Mex
  • Querétaro, Qro
  • Río Bravo, Tamps
  • San José Iturb., Gto
  • San Juan del R., Qro
  • San Luis Potosí, SLP
  • Tepeji del Río, Hgo
  • Toluca, Mex
  • Veracruz, Ver
  • Villahermosa, Tab
  • Argentina
  • Belize
  • Bolivia
  • Brazil
  • Canada
  • Chile
  • Colombia
  • Costa Rica
  • Ecuador
  • El Salvador
  • United States
  • Guatemala
  • Guyana
  • Honduras
  • Mexico
  • Nicaragua
  • Panama
  • Paraguay
  • Peru
  • Dominican Republic
  • Suriname
  • Trinidad & Tobago
  • Uruguay
  • Venezuela
  • Spain
  • England
  • Portugal
  • Switzerland
  • China
  • New Zealand

The most important benefits of Applications Support are:

  • Increasing user satisfaction
  • Reducing support time and costs
  • Having specialized personnel for the required platforms
  • Fulfilling service-level agreements
  • Supporting users in their time zone
  • Reducing payroll costs
  • Change management
  • Service request management and follow up
  • Using key IT personnel in critical business functions
  • Keeping the organization up and running

We are the IT experts!

We assign analysts with experience in both applications support as well as in software development, who are also well versed in managing application life cycles.

The main activities of Applications Support are:

  • Recording incidents in the service ticket system
  • Responding to incidents (software bugs, changes in procedures)
  • Keeping inventory of applications
  • Noting the minimum hardware/software requirements for each application
  • Identifying key users
  • Identifying functional users
  • Performing change control for applications
  • Escalation of service requests
  • Proposing solutions for service requests
  • Adapting to the client's change control process
  • Implementing a change control process
  • Suggestions to improve processes

icorp has a remote-enabled support center located just outside Mexico City in Naucalpan, with the infrastructure and processes necessary to provide the world-class support our clients demand.

Brand used: Avaya

  • Simultaneous calls: +400
  • IVR: Configuration of menus in different languages
  • ACD: Automatic call distribution
  • Recording of Calls: 98% of calls are recorded

At icorp we have software that is tied into our telephony hardware, which performs real-time monitoring of useful metrics like:

  • Wait time
  • Call duration
  • Abandonment rate
  • Calls originated by Service Desk

The software has a powerful interface with the ability to share screens on-line among each of the analysts. This tool is WEB, which can be accessed on-line by our clients.

24/7 - 365

icorp offers service 24 hours a day, 7 days a week—this means that the Service Desk uses remote access to respond to user requests regardless of time zone.

English, Spanish, Portuguese & Italian

The languages currently used in both of the service centers for Applications Support are:

  • English
  • Spanish
  • Portuguese
  • Italian
Experience and quality since 1986

icorp has been offering IT services and solutions to large domestic and international enterprises since 1986. During this time we have managed to design a service support model that works for you by minimizing the business impact of incidents within the infrastructure, reducing the support costs per user, and objectively measuring support activity and reducing the involvement of users and key IT personnel in doing support activities.

Service Desk Model

At icorp you will have your own dedicated account service coordinator who carries out the following functions:

  • Presents periodic assessments to clients
  • Suggests ways to improve service
  • Administrative activities:
    • Human resources liaison
    • Personnel performance appraisals
  • Supervisory activities:
    • Scheduling
    • Punctuality & Attendance
    • Vacation Planning
    • Feedback & Coaching
  • Ancillary in recruitment and hiring
  • Performs follow-up on the employee training programs
  • Helps to ensure that contractual terms are fulfilled

At icorp we ensure uninterrupted service for clients by having on-call staff available to fill in when regular staff is absent due to rotation, training, sickness and/or vacations.

A coordinator oversees the on-call staff and considers your needs and requirements when it comes to assigning the backup personnel who will service your account.

On-call staff provide the same level of service because they receive the same training that regularly assigned Applications Support analysts do.

icorp has a Quality Assurance unit which operates separately and distinctly from the other parts of the company. We administer a QA program that is continuously evaluating the adequacy and appropriateness of our services.

It performs the following functions:

i. Call Monitoring

Fourteen criteria are measured when auditing recorded calls to make sure that Applications Support is performing adequately and meets the standards of quality promised to the client.

  • Percentage typically subject to audit : 2%
  • At least two different calls per analyst

ii. Service Ticket Monitoring

When service tickets are closed, some are subjected to an audit where eleven criteria are used to measure how well we provided service for your users.

  • Percentage typically subject to audit : 1%
  • At least two service tickets per analyst

iii. Satisfaction Surveys

These serve to help create an indicator of how users perceive our services so we may determine where to improve and how to forestall possible complaints. They are regularly administered through email and by our service ticket system. They can also be done over the telephone if the client prefers.

Any complaints noted in the satisfaction survey get escalated to the account service coordinator or senior manager, depending on the seriousness of the complaint.

In accordance with the best practices of the ITIL framework, icorp has experts who leverage Knowledge Management for our clients.

This is an optional service that integrates the following concepts:

  • Root cause analysis for recurring problems or incidents
  • Log generation and document control processes for those problem resolutions already recorded in the knowledge base.
  • Documentation of support processes
  • Measurement of service tickets solved using documents in the knowledge base

This process helps the Service Desk to increase the number of First Call Resolutions (FCRs) and to consequently boost user satisfaction.

At icorp we provide our Applications Support personnel with continued annual training. The courses are administered in person or remotely according to need:

a) Technical Training

  • Windows XP/7/8 Environment
  • Mac OSX Environment
  • Microsoft Office
  • Lotus Notes / Outlook
  • Networking Concepts

b) Non-technical Training

  • Customer Service in a Support Environment
  • Business Writing
  • World Languages

Regularly evaluating job performance is an important activity we do in the course of our operations. We have a process in place to perform monthly performance appraisals using criteria related to the fulfillment of SLAs, as well as internal processes and soft-skills.

These evaluations are supplemented with individual monthly feedback and coaching, where the Applications Support analyst's results are reviewed (along with those of the account service coordinator), in order to establish new goals and objectives.

ITIL is a collection of best practices for IT Service Management.

The services we provide use specific processes that adhere to these best practices:

  • Incident Management
  • Change Control
  • Problem Management
  • Knowledge Base Administration
  • New Software Release Management
  • Service-level Administration
  • Capacity Planning & Administration

Our icorp Service Desk is currently ISO-20000 certified, and the on-site and field support functions are in the process of being certified. This makes icorp one of the very few businesses in Mexico that have this internationally recognized certification.

Here at icorp we also have more than 40 people certified in ITIL processes.

icorp can (according to your needs) report the key performance indicators (KPIs) that are necessary for the proper functioning of a user support organization, such as:

Measuring how users perceive our quality of service by using satisfaction surveys that are administered and reviewed by the Quality Assurance unit.

Percentage of incoming calls that the user canceled before they were answered by the Service Desk.

Number of service tickets which have not been closed within the time limit expected by the client.

A fundamental part of our contractual obligation to our Applications Support clients is the service-level agreement (SLA). It specifies the goals that must be attained for the different KPIs. These agreements are reviewed each month.

We use an advanced telephony system at icorp that couples with support ticket software to properly track customer support activity. The software records each event that occurs during the resolution or processing of incidents and service requests.

For this, icorp uses Service Desk Plus from Manage Engine, who has adopted the best practices from the ITIL framework. This tool lets us measure all support activity—both the activity which occurs within Service Desk and Applications Support, as well as what occurs within On-site Support (2nd level) and Field Support.

Service Desk (help desk) uses this tool to monitor tickets from the time they are created to when they are closed, and documents each step that is taken toward the solution.

icorp accommodates those clients who already have their own support ticket tracking system. We have the experience to be able to integrate them into our model.

We have a Comments & Complaints unit that is charged with managing any complaints and suggestions coming from clients like you who have contracted for any of our services. Complaints may be received by telephone, by email, through customer satisfaction surveys and informal chats, and during the monthly presentations.

Once a complaint is received, we start a formal process that begins with an initial investigation, and lasts until a solution is found and the matter is closed.

This process is handled by the Complaint Management module of our qdoc application.

icorp has a Service Start-up unit where our job is to help you migrate your existing processes over to the icorp Applications Support service. Once the transition is complete, a hand off is made to your dedicated account service coordinator.

At icorp we promote data security and confidentiality, and we have a process which strictly adheres to national laws regarding the protection of personal information.