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Medical Provider – Technical Resources / Services Desk

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.