How Accenture Can Help
The Accenture Premium Technology Services offering leverages our commercial, industrialized IT delivery and support capabilities into the consumer channel, on your behalf. Our private-label Accenture Premium Technology Services offering helps clients to:
- Save Money: Lower call minutes/repeat rates and deflect more calls, while helping provide your customers better and more consistent service through access to a global labor force with the right IT experiences and tools.
- Improve Service: Deliver shorter voice-agent calls, and make fewer future calls due to unresolved customer issues. Great service experiences build customer loyalty—and reduce switching costs.
- Increase Revenue: Generate revenues and profits from the installed base and attract new customers. Accenture can provide packaged services to clients for less money than service providers can charge their customers.
Accenture Premium Technology Services gives your customers several important features, including:
- Quality: Fewer than 5 percent of units Accenture services have ever come back for the same problem compared to a significantly higher failure rate in market.3
- Convenience: Customers can get on-demand support or get help at times convenient for them. Accenture PTS services can be performed with little overhead required from the customer—which can result in a low-effort, high-value experience for the customers.
- Security: Customers’ data and files are safe and secure. Accenture operates by strict privacy protocols for what technicians can and cannot do or see with end-user data and devices.
- Access: Give customers global, 24/7 access to dedicated and trained technical specialists to cohesively support fluctuating consumer demand.
- Innovation: Customers benefit from automated support services that include patented tools and processes to do more, with less, on a remote basis.
- Evolution: Services are frequently updated to reflect the latest needs of a dynamic environment where operating systems, applications, browsers and tools are changing daily.
Achieving High Performance
Providing digital consumers with IT support is a whole new line of business for many, but not for Accenture. Accenture can help a company design, build, launch and run its own digital home technical support services offering. Accenture also can design and deliver specific go-to-market strategies and capabilities for clients’ offerings to customers, and provide the required elements for service packaging, marketing and pricing to help meet a client’s specific needs. The Accenture Premium Technology Services offering has enabled clients to manage hundreds of thousands of transactions each month, generating millions in both cost-to-support savings and new revenues, while helping digital consumers’ PCs work even better and faster.
3 Based on Accenture client observation (e.g., for complex transaction types, we see a repeat rate of 34 percent in the baseline group measured after 72 hours, compared to our repeat rate of 3.37 percent).