Key Performance Indicators (KPIs) are the most important measurable outcomes that not only keep your help desk outsourcing team on track to achieve its goals, but can also indicate the success and failure of your overall help desk.
In today's healthcare environment, providers are challenged to deliver optimal patient care as quickly, and at the lowest cost possible. For the hospital, it becomes paramount to be able to answer questions and resolve technical issues efficiently and accurately, so that providers can return to patient care immediately. As a result, healthcare organizations are showing greater scrutiny than ever before when it comes to choosing a help desk partner.
One of our clients is an acute care community teaching hospital that is recognized for its reputation in providing excellent care, education and research. It also hosts one of the most advanced medical simulation training centers in the world, supplying access to the region’s largest robotic surgery centers.
The hospital was looking to resolve its technical issues accurately and efficiently and to also transition all help desk services in house without any disruption of service.
Help desk outsourcing has become a popular solution among enterprise organizations because of the benefits it can deliver. Smaller budgets, limited resources, increased competition and the need for improved customer satisfaction are all factors forcing organizational leaders to look at outsourcing their help desks.
Choosing a help desk partner can be one of the toughest decisions that an IT department can make. This is because selecting the right help desk partner truly can be the difference between the success or failure of your organization. As you know, your help desk heavily impacts customer satisfaction, so your outsourced help desk team really needs to be an extension of your organization.
One of our clients is a billion-dollar enterprise company that provides world-class marine transportation equipment and logistics services to the energy and agriculture industry.
While engaged with an offshore help desk partner, management found that staff productivity was hampered by the partner's underwhelming performance. To remedy the situation, an executive committee was formed to re-evaluate their current help desk partner, explore alternative options and recommend a solution to improve overall IT support.
Scalability and being flexible to change are some of the most important benefits that an outsourced help desk partner can bring to an organization.
One of our clients is a Fortune 100 financial services organization that provides retirement solutions to nearly 4 million active and retired employees in academic, research, medical, and cultural fields.
As the firm continued to grow, it was concerned with scalability issues. They were also concerned with finding a trusted and reliable help desk partner that would be flexible and compatible with its current help desk ticketing system.
There are many ways an outsourced help desk partner can make an organization more efficient and more productive, so it's no wonder why outsourcing help desk operations is becoming more and more popular among IT departments.
Watch the video below and learn about 5 advantages of hiring an outsourced help desk partner for your organization:
Did you know that 75% of hospitals are outsourcing IT functions? (Source: Medsphere) One of our clients is a pediatric hospital, and when we initially spoke with them, they were looking for a help desk provider that could deliver significant cost savings in the long term, but also develop a deep knowledge base of their operations and systems to deliver a seamless experience for the outside caller.
These are two of the most common requests we see from hospitals that are looking to outsource their help desk because they are seeing clear challenges with their budget, as well as the overall speed and delivery of their internal teams.
Having an internal help desk team is a great way for an organization to streamline its processes and become more efficient and productive. However, these same internal help desk teams also have to deal with several hurdles brought forward by the organization.
Watch the video below and learn about 5 common hurdles that internal help desk teams face:
As we enter into a new year, it's important to understand the help desk challenges that could impact your organization, as well as some helpful ways to overcome those challenges. For more than 20 years, we have been working with clients to optimize, improve, and sustain their global help desks. Although the struggles and frustrations are unique to each situation, time and again there are specific challenges that continue to top the list.
We recently conducted a survey of large and enterprise-size organizations to see the current challenges that global organizations are facing with their help desk teams, and the results are in! You can download the full results here, but we have also put together the below 5 key takeaways based on the results:
1. Majority of Organizations Prefer a Help Desk That is Available 24x7x365
Often, we see companies requiring 24x7x365 support. However, the existing staff uses an on-call rotation schedule after hours. This approach of on-call rotation is taken when we see businesses reluctant to hire the additional staff needed to provide complete coverage. In addition, you may find the arrival of the support request volume more than a single person can handle, requiring either more staff to cover the extra volume or delays in service as people wait for help. In either case, staffing becomes very expensive. At times, companies may seek an outsourcer like GHDSI to offset their off-hours coverage to help keep the cost down and eliminate the need to manage off-hour staff, especially when you factor in potential idle time of staffed resources during off-hour periods.
Topics: help desk
- An organization's help desk is critical to its overall success. Help desks can serve multiple roles within the organization, so it's important to ensure you are taking the right steps now, if you haven't already, to set up your help desk for success in the new year. But how to do achieve this? Here are 3 ways to set up your help desk for success in 2020.
- 1. Follow Industry Trends
Organizations approach help desk management differently, but according to a recent survey from Atlassian, the top three help desk priorities are generally similar across the globe. The top three priorities for global help desks are knowledge management, customer satisfaction, and IT service desks becoming more business-focused. These three priorities are critical for the success of your help desk not just in 2020, but into future years well. Digital transformation of business is blurring the lines between people, processes and technology, and as help desk support continues to evolve, the role of the help desk will shift from being mainly technology-focused to more customer and business-focused.
Topics: help desk