Birch Service Delivery

Birch Worldwide Program Managers and Helpdesk Administrators are multilingual and of graduate caliber, working with regional time zones and languages in Europe, Asia Pacific, and North America. The service center staff are highly skilled in managing channel program procedures across varying cultures, and are fully trained in the specifics of client programs, associated systems and CRM processes.

Ongoing client programs are managed to mutually agreed Service Level Agreements (SLA), which define individual client and program policies such as training timetables, program reporting schedules, issue handling processes, query response times and planned system downtime/maintenance management.

Program Managers are actively involved in the process of defining and deploying Key Performance Indicators (KPI) for each channel program, delivering accurate and timely KPI reporting to Birch clients.