About Us

Who are we?

At PortalandPeople, we designed our Service Desk to provide BPO (Business Processes Outsourcing) services that catered to your organization needs. Our mission is to empower businesses with operations offloading that drive cost-efficiency, enhance productivity, and enable business focus. We are dedicated to delivering seamless offloading that align with the evolving demands and challenges of labor intensive workload in the modern business landscape.

The goals for PortalandPeople are to provide a highly cost-effective 24×7 operational team that can offload & value-add to our partners on their user-facing support as well as in-house routine tasks. With our structured service desk operations, we can give our partners a piece of mind when ensuring all their users’ requests are professionally handled, followed up and resolved. PortalandPeople also value-adds to our partners with monthly reporting in helping partners to analyse improvement plans and technical expertise recommendation to enhance system and processes.

Our Values

In additional, PortalandPeople also attempt to generate the following benefits to our partners:

a. Cost savings: Outsourcing a service desk can often be more cost-effective than maintaining an
in-house team. PortalandPeople leverages on the economies of scale to provide services more efficiently and at a lower cost for our Partners.

b. 24/7 support: PortalandPeople have duty Service Analysts and Service Engineers to offer
round-the-clock support, which can be particularly beneficial for Partners that operate outside of normal business hours and need to maintain the SLA.

c. Access to wider range of expertise: PortalandPeople has a team of professionals with various skillsets who can provide support for a wide range of IT issues as well as non-IT tasks to the
End-users on behalf of our Partners.

d. Increased flexibility: PortalandPeople can scale our services up easily to meet the changing needs of a business. Increasing demands from 10 tickets per day to 100 tickets per day can be done almost immediately without having Partners to worry about hiring & retention problems.

e. Improved Partners’ focus on core business activities: By outsourcing the service desk, Partners can free up their internal resources to focus on core business activities, such as product development, project deployment or customer acquisition.

f. Improved customer satisfaction: A well-run service desk can improve customer satisfaction by providing timely and effective support for escalation. This can lead to higher customer retention rates and positive word-of-mouth referrals for our Partners.

Our Strategy

PortalandPeople adopts ITILv4 framework and processes for effective service management throughout the entire service lifecycle for our Partners to service their Customers.

1.1. Organisation and People

PortalandPeople has well-defined organisation structure with clear roles and responsibilities in delivering effective and efficient support services to the End-users on behalf of our Partner.

1.2. Information and Technology

PortalandPeople invests in technologies to support communication, service management, workflow management, automation, assets and inventories management, knowledge management, analytical, etc, including all the information created, stored, managed, and used by the PortalandPeople while delivering the Service Desk.

1.3. Partners and Suppliers

PortalandPeople works very closely with our Partner and external Suppliers in providing support services to the End-users. Clearly defined roles and responsibilities and well-coordinated service relationships will ensure a smooth and efficient support service delivery.

1.4. Value Streams and Processes

PortalandPeople adoptes, defines and continuously reviews the following essential work practices and processes to deliver efficient and effective support services to the End-users. These practices determine how different components within PortalandPeople, together with our Partner, 3rd-party Suppliers and End-users, work together to achieve the intended objectives and values.
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