Collaboration Help Desk

Finding the Fun

CSX in Jacksonville Florida wanted to help keep their employees engaged and motivated as they adjusted to the work from home everyday model.

The Human Resources department, already familiar with the Seafra help desk team from other projects reached out to begin a discussion on ideas to foster camaraderie while distancing, self help guides for career development, motivational tips, and general fun into the daily routines.

Using tools already familiar to the employees, the Seafra team created a 16 week curriculum approved by the HR management and began daily, weekly and monthly challenges and fun topics. The Seafra event planner reviews each week’s agenda with the internal sponsor and then oversees the rollout.

Cloud Migration Help Desk

Rapid Cloud

GroupAware is a provider of insurance enrollment services and a Seafra customer. With an in-house data center housing their infrastructure, the need to quickly transition to a secure 100% offsite working environment presented big challenges. The Seafra cloud migration team worked with the GroupAware operations team to map the people and information needed for each business processes. By creating a secure private cloud infrastructure in Microsoft Azure, all needed on-site data center capabilities were fully replicated to cloud services with pro-active remote management and easy access for all their at-home employees. Best of all, this new cloud environment offers many new collaborative capabilities to help GroupAware grow their customer base while significantly reducing their monthly computing expenditures. Elapsed time from first meeting to cut-over: 94 days.

Help Desk

Helping @ Home

Many people now having to work full time from home are also having to learn how to be effective in their jobs while balancing all the other people and activities happening around them. Many times this also means having to do this without the benefit of their in-house tech staff to assist. In April, we began reaching out to our clients to see if there was anything we could do to help ensure the technology they have at home was setup in the best way to help meet the life/work balance.

The response was tremendous and what started as really just checking to see how we could help, has for some clients turned into a weekly checkpoint where our team and theirs exchange ideas and offer suggestions for improving collaboration on messaging, conference calls and video meetings. For each client participating we have live chat capabilities, a best practice knowledgebase for their stay-at-home tool sets and, even better, some new friendships.

Help Desk

Bench Call

Knowing your clients means knowing what processes they follow to achieve their goals and what tools they utilize to accomplish those tasks.

For our largest insurance client, the Covid impact required they provide a new type of support service to help their employees transition to a new way of working with their clients and with each other. They also needed this to happen quickly while still allowing for flexibility in dealing with a work situation which is changing rapidly.

Seafra got the call to create a transition team of help desk professionals to work with their internal teams to create an extended support capability which ensures anyone who needs help can get it. Whether it is talking to a live person, asking in the support chat groups or posting a question to the support blog, every request gets a quick response and all the gathered knowledge is shared. The Seafra team is well versed on the tools being used and the tasks our clients are trying to accomplish so the help provided is designed to provide the right level of support for the depth of the need.