Brookman is a technology and services company with a focus on the people, processes and technology to deliver a simple, convenient and positive customer experience; leverage existing and available technologies, and deliver bottom line performance for the organization or business. We do this through consulting, training, staffing, and service management; and cover areas including customer experience management, customer service and contact management, customer relationship management, knowledge management, IT infrastructure (ITIL and ITSM) and Help Desk service management, and the integration of enabling technologies to support building service excellence SM in a business or organization. Members of the team have been delivering services and technology to government and industry for more than 25 years worldwide. The company is headquartered in Rockville, Maryland.
Offerings include:
- Consulting Services
- Training
- Solutions for Customer Service
- Staffing
- Managed Services
Consulting Services.Brookman‘s consulting practice works with the management team based on their business objectives around Customer Experience, Contact Management, Service Management, Knowledge Management, and Relationship Management across the business operations - customer facing operations as well as IT infrastructure and the processes, tools and technologies, e.g., ITIL, ITSM, KCS, etc. All directly based on the business objectives to obtain bottom line business performance. We work with companies to build multi year strategies based on company growth objectives and have consulted in design, consolidation or virtualization of call and contact centers and managed the migration, virtualization or consolidation; and established the service level requirements and metrics to measure the success and bottom line return on these centers.
Training. Brookman offers formal training for customer service for both customer facing operations and IT support including: soft skills, management and technical training. The team have worked closely with Help Desk Institute (HDI) for a number of years on many initiatives, including participating on HDI’s Certification Standards Committee. HDI certification is the only standards-based, internationally recognized professional certification in the industry, as well as ITIL , ITSM, KCS, and COBIT standard organizations to ensure industry training and certification for our customers and their staff.
Solutions. Brookman specializes in defining and implementing customer service solutions that complete the full customer contact life-cycle ensuring each customer “touch-point” is integral to the business and the bottom-line. This includes Customer Experience Management, Contact Management, Knowledge Management, and Customer Relationship Management, Resource Management, and Customer/Business Analytics across all media types for self-service and live interactions such as intelligent voice response, voice recognition, email, fax, scanned mail, chat, collaboration, 508C enabled technologies, and computer telephony integration. With this set of services Brookman has the ability to provide end-to-end customer care solutions that meet organizations’ operational and business needs.
Staffing. As part of the services available to our customers, as our customers create, grow, migrate, implement, transition or expand their customer service operations, Brookman can support them in providing staffing to meet their organizational and business objectives. Staffing engagements range from single candidates in hard to source areas, customer service teams, implementation teams to support temporary or long-term business or project needs.
Managed Services. Our firm specializes in design, development and implementation of customer care and support center solutions to meet the internal and external service needs of prominent organizations around the United States and the world. Combining Brookman’s strengths and expertise in the design consolidation and virtualization of contact centers, best-of-breed solutions, training and staffing expertise we can provide full contact center management services. These range from managed service (“in sourced”) solutions that make us accountable to service level agreements; to staff augmentation where we provide qualified staff as a client directs; to “outsourced” solutions where we deliver and manage a fully outsourced center to meet your business objectives; to “home sourced” solutions; whether temporary or long-term partnering with your firm to continue to improve performance and drive that performance to your bottom line.