How the engagement worksDelivered with the same managed model
Where an agent becomes an ongoing service, it runs on the same Cendien model: tickets through your established queue, a standing weekly meeting with your PM, quarterly leadership meetings, a shared SharePoint site, direct access to the whole team, a named escalation path and monthly service reporting.
Tickets through your queue
Work is submitted through the client's established ticket queue, so requests follow your existing process and reporting.
Standing weekly meeting
A weekly cadence with your dedicated Cendien Project Manager to review open items, priorities, and progress.
Quarterly leadership meetings
Quarterly sessions with Cendien leadership to review performance, service levels, and the forward roadmap.
Shared SharePoint site
A shared site holding all documentation, deliverables, and run-books so your team always has the current picture.
Direct team access
Clients reach any Cendien team member directly — there is no call-center layer between you and the people doing the work.
Named escalation path
A named escalation path means issues reach the right senior person quickly, without guesswork.
Monthly service reporting
Monthly reporting on service performance and activity keeps you informed and gives leadership clear visibility.
Fixed monthly fee for a defined scope
One predictable monthly fee for a defined scope — budget predictability with dedicated people assigned to your account.
U.S.-based team plus 24x7
A U.S.-based team during business hours, plus 24x7 after-hours coverage so critical issues are never left waiting.
Freshdesk service desk with AIOps
Our service desk runs on Freshdesk with Cendien's own AIOps automation for routing and resolution.
