To find out how GAVS can help your organization, please visit www.gavstech.com. Deploy 24 x 7 service desk, IT infrastru
CASE STUDY
GAVS Enables a Leading Healthcare Provider in NY to Enhance IT Infrastructure Management and Improve CSAT Levels The Client The largest voluntary, not-for-profit health care organization in the U.S. serving one million patients annually in the South and Central Bronx area of New York, with over 972 beds at two hospital divisions.
The benefit Accelerated transition by leveraging GAVS’ time tested methodologies and project management expertise
The need Deploy 24 x 7 service desk, IT infrastructure monitoring and administration Accelerate response time, improve service levels and establish proactive monitoring Implement industry best practices, and increase operational efficiencies and service levels
Improved SLA adherence to 99.9% and first point resolution (FPR) to 90% Enhanced customer satisfaction (CSAT) levels through consistent response time of 15 minutes across all categories of tickets
The solution Deployed centralized service desk providing 24x7 support driven by SLAs Implemented call/request analysis troubleshooting for faster resolution
and
initial
Facilitated effective management of service requests and calls through incident management process Coordinated with various teams and provided constant feedback on the progress of the tickets to users – all the way through to closure Enabled regular follow-up with the user/support technician on unresolved tickets Set-up knowledge management system, and an ongoing refresh and update process
To find out how GAVS can help your organization, please visit www.gavstech.com
