Client: Healthcare Sciences Research Company

business challenge:

QUALITY

This global laboratory sciences and engineering firm was having significant challenges with incident response time, call resolution and ticket satisfaction rates.

Service Delivered:

24/7 SERVICE DESK SUPPORT

solution:

Provalus provided resources to assist with system access, network connectivity, computer hardware and software issues for this organization. Our services are critical and have been of utmost importance during the COVID-19 outbreak.

IMPACT:

  • Speed to answer rates increased 70% over the client’s previous helpdesk supplier.
  • Provalus provided 100% coverage on critical and high incident escalations with users
  • Standard incident resolution time averages 94%.
  • Provalus achieved a 0% re-open rate for tickets
  • Abandon rates are well under target at 6%.