Improved Customer Experience in Higher Education
Support Services Optimization
Artech’s customer was able to dramatically improve service quality and experience thanks to an improved Help Desk operations center, all in just eight weeks.
Customer
Large, private midwest university with a reputation as a leading research institution wanted to improve help desk and user service operations
Problem
- Deteriorating support and service from prior service provider
- Poor reputation for help desk and IT support services
- Excessive cost of support
Action
- Transformed support model to an HDI certified ITIL compliant best practices showcase
- Provided integrated L1 and L2 support (Help Desk & Deskside Support, and NOC) in a shared service model
- Implemented new technologies to reduce call volume and improve analytics • Provided omnichannel paths for support
- 24×7 Help Desk process & tools integration with campus-wide Network Operations Center – NOC
Results
- Implemented Help Desk service in eight weeks to fielding calls
- Seamlessly addressed call volume fluctuations improving CSAT (4.8 out of 5.0) and FCR (at 90%)
- Improved knowledge base quality for shorter AHT
- Enhanced customer experience addressing anomalies real-time through integrated NOC application monitoring with Service Desk