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:
As a technology leader, helping your organization better understand the value of its IT investment is imperative, but we know this is easier said than done. Here are 4 ways to deliver and prove more value from your IT service desk.
1. Minimize Your Complexities
If you make it too difficult or complex for your users to use the service desk, they probably won’t use it. Some examples include only allowing users to submit via email, or your service desk only logging the ticket and then escalating the ticket to Tier 2 anyway, or creating a complex multi-level menu system on your phone system that frustrates users. Simply understanding your audience and how they would like to access support goes a long way to reducing complexities.
Some enterprises are moving towards automated processes, like password reset tools. If you try to implement automated tools but don’t communicate the simple step-by-step process to access the service, incentivize users to use the service, or reinforce the use of the service through the service desk, they won’t use it.
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.
As organizations try to find more efficient ways to reduce their IT department budgets, the good news is that there are many strategies to help reduce your costs without negatively affecting your department or the overall organization. The strategies you choose will vary depending on your situation and your goals, both short and long-term, but the following are 5 ways to help reduce your IT costs while improving output and overall value to the organization.
1. Shift Left
Employee wages are a big part of IT budgets. As such, you want to get the most efficient use of your IT staff’s skillset. It doesn’t make sense to have a Cisco engineer answering calls regarding basic PC problems or resetting passwords. By shifting (“shift left”) more resolutions from your Tier 2 or Tier 3 groups to the help desk, your cost per resolution goes down and you free up more time for your higher paid resources. In some cases, you can also reduce staffing. Shift left requires each of your resolver groups to identify frequently asked questions that can easily be documented in a Knowledge Base (KB) handled and resolved by the help desk. If you don’t have the help desk staff, tools, or expertise to pull this off, help desk outsourcing may be the way to go.
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: