Consulting Service

As veterans in the industry, SGSA has the expertise, knowledge and tools available to help your organisation deliver the level of service your customers expect. Our team of qualified consultants have superb service and support industry backgrounds and therefore understand your business and are experts at helping companies handle rapid change in the high complexity technology services environment.

SGSA offers flexible consulting services and custom, requirements-driven project assistance as well as one hundred point operational health checks. Our health check service is a fast and efficient way to identify problem areas in your service operation. Once identified, we can optionally advise on corrective best practices and even assist with implementing the changes. The cost of our consulting services is repaid many times over by improvements in customer loyalty, productivity and quality. Why learn by time-consuming, expensive trial and error when we have the solutions that you need? Other consulting services provided by SGSA include:

Health Checks

  • Technical Support Operational Review [More...]
  • Service Desk health checks
  • Process assessments
  • Productivity tools assessments


  • Migrating to the Knowledge-Centered ServiceĀ® (KCS) methodology
  • Defining balanced scorecards and creating key performance indicators
  • Facilities design for technical support offices
  • Migrating from a Call Back to a Real-Time support model
  • Selecting and implementing productivity tools
  • Designing service marketing programs
  • Creating service level agreements
  • Defining support strategies
  • Developing an outsourcing strategy
  • Designing global support strategies
  • Support centre consolidation
  • Determining staffing requirements

Assistance in Selecting

  • Outsourcing partners
  • Productivity tools

Strategic Planning

  • Provide insight on future trends in service delivery to help your operation plan for the future

Service Marketing & Customer Success Programs

  • Develop your Customer Success strategies to ensure your clients renew year after year
  • Market and promote your support operation's strengths to enhance the image of your products and services

Call Centre and Help Desk Consolidation

  • Site selection and transition planning to relocate your support operation.

International Support

  • Develop an international support strategy
  • Design worldwide infrastructure
  • Implement "Follow the Sun" support

Requests for Proposals (RFPs)

  • Developing RFP documents
  • Creation of requirements matrices
  • Scoring and evaluation of vendor responses