Medical Provider – Technical Resources / Services Desk

Overview

A health care organization needed as evaluation of the current state of what they considered to be a service desk in attempt to resolve some issues and define a future strategy. The client's IT support team was having issues around:

• Understaffed
• Quality of service needed improvement
• Lack of ownership issues
• High cost per call

The Service Desk Assessment performed by Excipio included:

• Evaluation of internal day-to-day operations, staffing, scheduling, reporting, multi-incident flow processes, and hand-off solutions
• Assessment of agent workflow, training, call handling, service levels agreements, technology infrastructure, and metrics
• The “service desk” more accurately operated as a “contact center”
• Recommendations for certification programs for CSRs
• Recommendations around IT Service Management (ITSM) – ITIL framework aimed at standardizing and improving customer service.

Client Benefits

• Client gained understanding of contact center’s current capabilities. ​
• Business case summarizing the available options to improve.​
• Clear understanding of current capabilities, risk, and a business case summarizing the capital requirements and operating cost associated with all the available options.