Health conglomerate implements SLA driven outsourced model for higher user & customer satisfaction

Category: Case Study

Industry: Healthcare & Pharma

The client is the regulatory body of the Healthcare Sector in the Emirate of Abu Dhabi and ensures excellence in Healthcare for the community by monitoring the health status of the population. They are a dynamic organization, strongly committed to the deployment of strong IT Systems and processes. The management is keen to establish a strong IT function to support the organization which has a large network of hospitals, clinics, staff and a total of 1000+ ICT Devices.

Challenges

  • Hassles in getting qualified & experienced support staff.
  • Regular trainings & skills improvement of support staff.
  • Support staff Leaves, Holidays and replacement.
  • Maintaining Hardware & Software support tools.
  • IT management spending lot of time in addressing user support issues.
  • Regular reports and Performance monitoring.
  • Hardware Spares & Standby units management.

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