CAI Service Desk empowers clients
Challenge
A major not-for-profit organization serves more than 2.3 million people in the Chicago area. Its employees oversee numerous elementary schools, universities, hospitals, and local charities. The organization was merging all its schools and parishes under one umbrella IT support organization and rolling out Microsoft Office 365. As a result of this activity, the employee count jumped significantly to nearly 15,000 people.
The organization wanted to establish an industry-standard service desk to improve the work experience for its employees and accelerate incident resolution. It needed to support the vast network of systems spanning the organization’s IT environment without relying on knowledge experts who could be working on strategic projects.
Solution
The organization turned to CAI to provide level-one service desk support to improve efficiency, reduce call volume and increase first-level response rates. CAI implemented a service desk to handle call escalations, how-to questions, and issues concerning network connectivity or commercial off-the-shelf software and applications.
Benefits
With the new service desk solution in place, the organization now can serve more people. It handles increased capacity, provides the end-user community with fast and correct answers, and enhances the employee experience.
Because the CAI service desk resolves upwards of 80 percent of the day-to-day issues and/or requests, the organization has moved its knowledge resources to focus on special projects and other valuable work and—at the same time—is saving nearly 30 percent in costs. CAI also implemented a measurable customer experience process that gauges end-user feedback. To date, the scores are upwards of 95 percent end-user satisfaction.
Service Desk
We work with enterprises to build the right staffing model for their needs, whether it is a dedicated on-site group or a shared team located in our Delaware Valley office.
