Innovapost Service Desks | Bring on Tomorrow | 1INNOVAPOST SERVICE DESKS

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Since 2013, Innovapost has operated three Service Desks to provide faster call resolution, better outcomes, and reduced costs for the Canada Post Group of Companies. Co-located with Innovapost application support subject matter experts in Ottawa, the Innovapost Retail Service Desk (RSD), Innovapost Service Desk (ISD), and Mobility Service Desk (MSD) provide answers to an array of technical support queries from employees across the Group of Companies.

“When employees call an Innovapost service desk, they know that the agent on the other end of the line is part of the same organization,” explains Bruce McCreary, Director Service Desk Support at Innovapost. “We’re dedicated to resolving a fellow employee’s problem and getting that person back up and running as quickly as possible.”

RETAIL SUPPORT

Fully-trained on Canada Post retail products and services, hardware, and applications, a team of more than 40 Innovapost Retail Service Desk agents handle support questions from more than 6,500 Canada Post retail outlets across Canada. Innovapost agents are physically located near subject matter experts within the organization who can be called upon when an agent is unfamiliar with a particular retail problem.

“We have an extensive retail lab that mimics the setup at a typical Canada Post retail outlet, so agents can bring a problem right to the testers to recreate it, if necessary,” says McCreary.

Offering first- and second-level telephone support, RSD agents leverage their customer service skills to deliver a

TODAY, OUR SERVICE DESKS KEPT US MOVING SMOOTHLY

Three Innovapost Service

Desks provide critical

technical support for the

systems and people behind

the Canada Post Group of

Companies.

“Many of the retail clerks who call us recognize that Innovapost is part of the Group of Companies so they realize they’re calling a colleague as opposed to a third party. We’re all ‘part of the family’ and have a shared interest in serving and treating each other well, and that comes through on the phone.”

Lianna Hayes, Retail Service Desk Agent

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positive call experience. “Our agents have a variety of skillsets and experience levels,” notes McCreary. “But what’s common to all agents is their ability to provide excellent customer service. We can teach anyone the technical components of the job, but it’s harder to teach the social component, so we look for people that are socially focused and really want to help drive a solution for the caller.”

“Many of the retail clerks who call us recognize that Innovapost is part of the Group of Companies so they realize they’re calling a colleague as opposed to a third party,” says Lianna Hayes, a Retail Service Desk Agent. “We’re all ‘part of the family’ and have a shared interest in serving and treating each other well, and that comes through on the phone.”

IT SUPPORT

Employees from the Canada Post Group of Companies who require IT help contact the Innovapost Service Desk to receive fast, knowledgeable information technology assistance. The ISD handles complex business application support queries and common IT requests such as password resets and support for desktops, laptops, printers, networks, phones, mobile devices, and video conferencing.

Since many of the applications used throughout the Group of Companies have been built by Innovapost, the team of more than 35 ISD agents is well-positioned to efficiently solve reported issues and increase first call resolution. The ISD also serves as a stepping-stone for new employees looking to work in the technology field.

“One of the most amazing aspects of my job is that certain users now ask for me by name, which makes me feel a bit like I’m their hero,” says Magdalen Namusoke, an Innovapost Service Desk Agent. “I get to know callers through our interactions and that helps me serve them better because I already have an understanding of their situation and can apply it to their issue.”

MOBILITY SERVICE DESK

A close-knit group of highly skilled and highly technical agents, the Mobility Service Desk team supports the network of Portable Data Terminals (PDTs) used by Canada Post and Purolator to keep deliveries on track.

“Innovapost supports the hand-held devices carried by delivery agents that are crucial to mail delivery and allow customers to track their packages and confirm their safe arrival,” says McCreary. “If there’s a problem with a device, our agents are highly technical, so they can get into the nuts and bolts of the application if that’s the appropriate response.”

With thousands of portable terminals in the field at any time, the Mobility Service Desk performs a critical function for the Canada Post Group of Companies.

“It’s rewarding to work here because the support we provide plays a key role in keeping the mail flowing,” says Mauro DiManno, a technical consultant for the Mobility Service Desk. “When we receive a call about a terminal that is damaged or not syncing data properly, we can often resolve that issue for a depot right over the phone. That means they don’t need to delay mail delivery by bringing in a third party to visit them on site.”

A SUPPORTIVE CULTURE

In addition to performing a critical function for the Canada Post Group of companies, Innovapost service desk agents have access to a variety of career-enhancing opportunities.

“When you work at an Innovapost service desk, you’re not just here to answer calls,” McCreary notes. “Our culture is so much more than that because there’s an entire company behind us. Innovapost creates the applications used by the Group of Companies, so you can learn a great deal about an application. That, in turn, helps prepare you to move beyond the service desk into a new role within Canada Post, Purolator, Innovapost, or SCI Logistics if that opportunity excites you.”

“One of the most amazing aspects of my job is that certain users now ask for me by name, which makes me feel a bit like I’m their hero. I get to know callers through our interactions and that helps me serve them better because I already have an understanding of their situation and can apply it to their issue.”

Magdalen Namusoke, Innovapost Service Desk Agent

“It’s rewarding to work here because the support we provide plays a key role in keeping the mail flowing. When we receive a call about a terminal that is damaged or not syncing data properly, we can often resolve that issue for a depot right over the phone. That means they don’t need to delay mail delivery by bringing in a

third party to visit them on site.”

Mauro DiManno, Mobility Service Desk Agent

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Contact us at info@innovapost.com

Head Office365 March RoadOttawa, Ontario K2K 3N5T 613-270-6262F 613-270-6525

www.innovapost.com

Innovapost offers a variety of Information System (IS) and Information Technology (IT) services to the Canada Post Group of Companies and their customers. With offices in Ottawa, Toronto and Mississauga, Innovapost operates as the Group’s Shared Services Provider to help realize greater value from technology and business process investments. Innovapost and the Innovapost logo are registered trademarks of Canada Post Corporation and are used under license by Innovapost Inc. Innovapost assumes no responsibility for the accuracy of the information presented, which is subject to change without notice.

Copyright 2017 Innovapost Inc. All rights reserved.

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