Managed Services

System Administration

This service involves transference of the systems’ administration duties from you to Helix. In this, Helix becomes your System Administrator, functioning from outside your offices. Helix will come alongside your existing team and utilize its expertise gained through years of agency management system support. It is through this approach that Helix can identify, address and where possible, resolve your system issues.

System Administration Managed Services provides level 1 support and triage responsibility for your business applications and software including:

• The proactive analysis and monitoring of those systems.
• Problem determination, verification and resolution or instruction as to work-around, as applicable (including working with vendors of the systems being managed).
• Proactively assessing and providing recommendations for improving operations, systems, and data.
• Delivering new solutions or enhancements to these existing systems.
• Ongoing management and support to ensure systems run effectively together to provide value for current and ongoing business needs.

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Help Desk

In taking ownership of the overall user experience, Helix triages requests, assigns work to the existing Customer support teams (if necessary), coordinates systems issues with IT for environmental resolution, and training. To accomplish this, we manage, assess and resolve Help Desk issues and tickets and provide recommendations for improvement. When combined with System Administration Managed Services, Helix will manage all business application issues or requests picked up by or assigned to Helix. This practice allows Helix to manage requests from beginning to end, ensuring successful outcomes and happy satisfied customers. As more complex tickets arise, Helix will manage the remedy process including, if necessary, the creation of all next level tickets at the software vendor level. Helix will manage the various teams to ensure successful outcomes on all tickets entered in the system.


Setting up and managing the ticketing process will offer additional insights in to the source and type of issues occurring. Managing the resolution process with the end-user community will provide additional mentoring and management of existing resources. This will eventually lead to solving the cause rather than repeatedly dealing with the interruptions.

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Conversions & Integrations

Helix provides end-to-end project management and business analysis for an agreed to amount of conversions per year including the support and management of the implementations of acquisition integrations, data conversions, data quality and cleanup projects related to the systems involved.


Helix’s Integration and Conversion Managed Service Program includes:

• Liaise with Management System vendors.
• Discovery meeting with Customer and the acquired or target firm.
• Data extraction and conversion planning meetings.
• Conversion mapping guidance.
• Assist with data review to validate conversion test results.
• Recommend additional testing as needed.
• Address data anomalies.
• Learner experience design.
• Go live readiness assessment.
• Go live support.
• Provide data cleanup recommendations.
• Regular project calls.
• Post conversion project follow-up.

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Upgrades

Helix provides upgrades support for business applications as a service. We engage with stakeholders to determine how vendor software upgrades will impact each business unit. Helix develops upgrade plans that include communication and roll-out. This service includes:

• Review of vendor release notes to assess impact.
• Perform testing.
• Make any additional configuration changes required for the upgrade.
• Prepare documentation.
• Provide train the trainer, training.
• Perform the upgrade.
• Go live support.
• Perform an upgrade review.

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Journal Entry & Commission Statement Import

Helix offers its data importer software for Journal Entry and Commission Statement Import through its Managed Services. Helix will run, support and maintain the software for its customer to use day to day. The application provides a user interface to set up and import payroll, monthly recurring expense feeds, commission statements, and cash receipts that are in Excel and produce a valid XML export file that will upload into your agency management system. The Data Importer will increase the success rate of these imports into your agency management system by validating source statements into a format that is compatible with your agency management system.
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Reporting

Our information and reporting platform provides web-based reporting off a data warehouse created by an ETL process from your agency management system(s) data. This solution provides you improved access to information on a self-serve basis or assistance on an as-needed basis, additional report information, improved visibility into data quality issues, and a significantly improved information security model. The Helix platform includes many pre-configured reports and additional custom reports can be configured based on your needs.
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Additional Services

The following Services are additional services that Helix makes available to its customers that are subscribed to at least 1 managed service either as part of the agreed to Managed Service program tailored for each customer or for an additional fee, either as a fixed price or on a T&M basis as a one-off.

• Training
• Data Quality and Cleanup
• Direct bill reconciliation
• Commission Statement import
• Journal Entry Imports
• Proposals and summaries
• 3rd party software support coordination
• Liaison to hardware/software vendors
• Manage RFI and RFP processes
• Evaluate vendor products and tools
• Custom Programming

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Strategy & Guidance

As customers become acquainted with Helix and the level of expertise contained within, Helix’s customers often seek what Helix refers to as strategic or more senior level advice and guidance. As part of our Managed Services, Helix will absolutely share opportunities or make recommendations to the business. However, it will do so more on a reactionary basis. Helix’s Strategic Services shift from reactive to proactive when clients want to involve us in more of an advisory capacity. The following are some of the areas clients have retained us for:

• Acquisition integration
• Business processes and workflows
• Accounting procedures
• Operations and service levels
• Skills and staffing
• Vendor management
• Issues and risk mitigation
• Expense reduction
• System, environment, and infrastructure
• Planning for the future

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