Client: Nationwide Reverse Mortgage Company

business challenge:

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.

Service Delivered:

NOC CENTER

HELPDESK

solution:

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.

IMPACT:

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.