Insider Information from Help Desk Experts

This is part three of our multi-part series featuring some of our help desk success stories across various industries.

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.

Company Background:
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.

Challenge:
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.

Background
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.

Challenge
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.

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: