Customer Support Desk

Situation: Up until late 2002, The Financial Service Center operated as the central accounting office for more than 100 U.S. embassies, but had no customer support office to assist with technical or functional inquiries from overseas offices. MIL was tasked with creating a customer support unit to provide remote support, training, and on-site support for the embassies.

Action: MIL worked with DoS to develop standard operating procedures, create a multi-tiered support structure, and develop pertinent reporting metrics. MIL also pioneered the incorporation of a Knowledge Base application into the Department’s support procedures.

Result: Today, the Customer Support Desk provides expert support to users in over 150 different countries.