The ServBeyond team has an extensive and successful record of providing Contact Center and Service Desk support to federal and state government organizations.
CMS/CCSQ Health Care Quality Information Systems (HCQIS) Service Center
CMS/CCIIO User Support and System Development for Exchange Collaboration Tools (USSDECT)
CMS/OIT Enterprise SharePoint Services (ESS)
Maryland Transportation Authority (MDTA) – IT Systems Operations, Maintenance, and Support
Maryland Department of Transportation (MDOT) – Network Managed Services III (NMS III)
Our highly effective, full-service Contact Center and Service Desk capabilities are based on service management best practices and procedures. These are the foundation of ServBeyond’s operational model which is designed to maintain consistently high customer satisfaction levels while provisioning services to end users as quickly as possible. Our extensive user support and service center experience includes operational assistance for multiple CMS stakeholders including providers, payers, agents/brokers, state agencies, commercial entities and vendors.
Our Contact Center teams are dedicated to providing exceptional customer service and consistently implement enhanced processes and automation to improve our staff productivity and exceed the customers' expectations. Our knowledge based approach, specialized training programs for our agents, and a customer centric approach utilizing Human Centered Design (HCD) principles allows us to stay relevant to the mission, and adapt to changing business requirements. Our customer-first approach, guides us to streamline the interaction between the staff and the customer - leading to decreased call times, increased First Call Resolution (FCR), and an exceptionally high-level of customer satisfaction.
Our Digital Services team supports our Contact Center team by designing and developing automated workflows using cloud platforms such as ServiceNow, Salesforce, NICE CXOne, Amazon Connect and Microsoft Teams PBX, to create innovative OmniChannel solutions to allow flexibility to the customers to interact with our agents using the channel of their choice: SMS, Self Help, IVR, Email, Phone or Chat Bot. All these channels are supported by our integrated platforms and provide the same, high quality information requested by our customers.
Highlighted Past Performance:
CMS Center for Clinical Standards and Quality (CCSQ) Health Care Quality Information Systems (HCQIS) Service Center
CMS QualityNet exists to help improve the quality of health care for Medicare beneficiaries by providing for the safe, efficient exchange of information regarding their care. The CCSQ Service Center provides help desk services for all programs and enterprise system services (ESS) operating under QualityNet. The CCSQ Service Center also provides support for internal CMS users, employees, and contractors via a dedicated team operating under QualityNet Services and Operations Support (SOS).