Convenience

Stores

Bank

Branches

Distribution

Centers

Hotel

Chains

Department

Stores

Car, Travel, etc.

Agencies

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.

National Presence

At icorp we have on-site engineers assigned to different accounts, as well as field engineers strategically located throughout all of Mexico, with a fleet of vehicles providing support services to 30 states.

Empresa Mexicana
  • Cancún
  • Cd. de México
  • Celaya
  • Chetumal
  • Colima
  • Cozumel
  • Cuernavaca
  • Guadalajara
  • Irapuato
  • León
  • Monterrey
  • Mérida
  • Playa del Carmen
  • Puebla
  • Querétaro
  • San Juan del Rio
  • Tijuana
  • Tlaquepaque
  • Toluca
  • Tonalá
  • Valladolid
  • Veracruz
  • Villahermosa

The most important benefits that Field Support offers are:

  • Increasing user satisfaction
  • Reducing support time and costs
  • Fulfilling service-level agreements
  • Supporting users in their time zone
  • Reducing payroll costs
  • Using key IT personnel in critical business functions
  • Keeping the organization up and running

We are the IT experts!

We regionally assign icorp personnel to 30 states in Mexico and they service a predetermined number of client locations.

We employ people who are graduates with technical degrees as well as professionals who are firmly established in Information Technology. We then select people with proven experience in technical support to handle the work in the field.

The most important Field Support functions are:

i. Service requests:

  • Installation of new applications
  • Installation of hardware accessories
  • Replacement of ink and other supplies
  • Installation and configuration of laptops and computer equipment
  • Preventative maintenance for computer and point of sale equipment
  • Configuration and examination of security cameras
  • Hardware relocation
  • Other various service requests

ii. Incidents:

  • Resetting application passwords
  • Application failures
  • Basic hardware repair
  • Basic peripheral device repair
  • Problems with Internet access
  • Network configuration
  • Tuning security camera configuration
  • Problems with computer viruses
  • Other incidents

Field Support

In order to maintain adequate and agile operations for our Field Support services, icorp assigns transportation for each of our field analysts. This lets us attend to the service requests we get from the user community in a timely way.

Each engineer brings with him or her a set of tools that mirrors those of the client, as well as spare parts. In short, everything is done to resolve incidents on the first visit.

To assure the safety of our engineers, each automobile is equipped with a GPS that pinpoints its exact location and includes alarms that notify the account service coordinator in case of excessive speeding.

24/7 - 365

Here at icorp your needs are paramount—in addition to regular office hours and after-hours service, we offer weekend service as well.

English, Spanish

We have personnel who communicate in both English and Spanish—whatever your requirements might demand.

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:

  • Works with the engineering group to determine service metrics
  • 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 Service Desk 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. 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

ii. 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 is valuable to the Field Support service and helps us to improve incident resolution times and to consequently increase user satisfaction

At icorp we provide our Field 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
  • Concepts of Structured Cabling
  • Basic Hardware Repair
  • Basic Electronics

b) Non-technical Training

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

Here at icorp, 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 engineer'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.

Rate of incidents and service requests that are resolved during the initial call or contact. This indicator is very important since a high number for this rate should translate into user satisfaction.

Rate of incidents and service requests that are resolved without involving specialized and higher-level support personnel.

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.

Total average cost of each contact made by users.

A fundamental part of our contractual obligation to our Field 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.

icorp has a hardware lab equipped with the infrastructure, tools and personnel necessary to effect repairs on personal computers, printers, scanners and other peripheral devices.

Here at icorp we have staff who are specialists in performing preventive maintenance on computers and peripheral devices.

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 Field 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.