A leading healthcare service provider dedicated to improving public health and quality of life, faced challenges with managing their IT environment and providing satisfactory user experience. They decided to outsource their complete user-side IT support to Intertec to improve efficiency and reduce costs. Intertec implemented a Managed Services model that included a 24/7 dedicated remote service desk, centralized helpdesk, and adherence to ITIL guidelines.  The results were impressive, with a significant increase in user count, improved customer satisfaction, streamlined asset management, and agile support availability.

Business Problem

The client encountered challenges with user experience and low satisfaction levels due to difficulties in managing IT manpower, hardware and software support tools, asset management, and performance monitoring. The absence of a single point of contact for IT escalation and accountability, along with high MTTR and MTTF, resulted in disruptions in business and unhappy end-users. Additionally, the lack of control over IT assets led to higher operational costs as their IT environment consisted of over 10,000 desktops and laptops, 12,000+ users, and 4 hospitals with 42 clinics and medical centers.  The objective was to reduce inherent and indirect costs to increase user satisfaction and productivity, improve patient care, and contribute to the country’s economy.

How Intertec Helped

Intertec engaged in discussions with the client’s IT management team and developed a comprehensive Managed Services model that effectively addressed all the challenges while prioritizing security and ensuring overall user satisfaction. The solution provided to the client included:

• 24×7 dedicated remote service desk and end user management
• Centralized helpdesk within the service desk framework
• Engineers responding to end user service requests and attending calls at respective locations
• Implementation of helpdesk and systems management tools
• Service delivery based on ITIL guidelines
• Measurement and benchmarking of service performance
• Identification of improvement opportunities in cost and quality

Business Outcomes Delivered

Intertec’s solution resulted in the following outcomes for the client:

• Managed a 200% increase in user count over the last 10 years with only a  25% increase in IT costs.
• Improved Customer Satisfaction Index (CSI) to 90%.
• Achieved a First Call Resolution (FCR) rate of 70%.
• Streamlined asset management and audits.
• Ensured agile support availability.