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Dispatching Deskside Support Functions

By suntzu2000_25 ·
I have been asked to set up a dispatch model for a number of the customer's remote sales sites (user counts range from 20 to 200). The company that I work for has district offices that can support these sites, but the customers are used to a certain level of support (a.k.a. pampering) and we will no longer have dedicated staff onsite.

The customer is a bit complex with the various processes, procedures, non-standard accounts, applications, etc. I was wondering if anyone knows of a good benchmarking source that would be able to assist in the creation of this new support model? Or better yet, have any of you done this in the past?

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