business challenge:
INEFFICIENCY
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 HELPDESK SUPPORT
solution:
Provalus provided economical resources to assist with system access, network connectivity, computer hardware and software issues for this healthcare research organization. Our services are critical to the efforts of laboratory sciences. They have been of the utmost importance during the COVID-19 outbreak. See our BLOG post.
IMPACT:
By supporting these healthcare researchers, our team has enabled collaboration so they can solve the healthcare challenges they face.
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%. The client has been impressed with our team going the extra mile to follow up on tickets to ensure they were adequately resolved.