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Kelly Services

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Kelly Services, Inc. (NASDAQ: KELYA,  KELYB) – Is a global staffing management firm with annual revenues of $5 Billion. Kelly Services approached Apple, Inc., with a proposal to build a next-generation customer support model that no longer relied on bricks-and-mortar call centers, but rather used home-based support agents. The result was the KellyConnect Apple Program, which handles AppleCare Tier 1 iPad and iPod Touch traffic. The program is now score among Apple’s most successful outsourced support efforts. Macprofessionals was selected as the single vendor to Kelly Services to provide infrastructure design, fulfillment, inventory management, lifecycle management, and agent help desk support. Macprofessionals supports an in-field population of 1000 agents and managers using iMacs, iPod Touches, and a kit of headsets and peripherals, including:

In 2013 we imaged, enrolled, and shipped 23 waves totaling 2800 iMac computers and over 1800 iPod Touches.

  • kellybox21Dedicated project management
  • 7x16x365 Apple help desk, Tier 0, 1, 2, 3
  • Break-fix for in-warranty and out-of-warranty
  • Imaging and Re-imaging
  • User account and identity administration
  • Security and policy management
  • Application distribution and patch management
  • Domestic and International shipping
  • Theft/loss recovery and mitigation
  • Live reporting portal and weekly program calls
  • Client Kelly Services
  • Date December 10, 2014
  • Tags Business

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