LACK OF RESOURCES
This large, rapidly growing reverse mortgage company was struggling to define and deploy Tier 1 & 2 Helpdesk services internally to their employees. Service Catalogs were not developed and SLA’s were not well defined. Additionally, the business required that Helpdesk service hours be extended to 24/7.
Provalus provides a team of dedicated Tier 1 support professionals who respond to 200-300 tickets/day through Solarwinds ticketing system. Additionally they are contributing daily to the service catalogs and we are establishing SLAs.
Our client has realized tremendous cost savings compared to the rates they were paying in their market.
With 100% team retention, our resources are deepening their knowledge of the client’s environment leading to quicker mean resolution times.
Our team also created an FAQ page to increase end user self-service and reduce the volume of support calls.