The Business Challenge

The AHA needed a cost-effective solution to elevate customer service for end-users

Although the AHA maintains a competent and versatile help desk, the organization’s CIO recognized a service gap in its ability to respond to end-user questions about desktop applications, including Microsoft Office, Adobe applications, and BlackBerry smart phones. AHA’s CIO understood the organizational value of increased end-user productivity within these applications and devices and needed a cost-effective way to fill this gap while elevating customer service levels.

The Solution

Vitalyst was contacted to answer how-to questions and provide support to AHA's end-users

Vitalyst partnered with AHA’s IT team to develop a solution customized to their specific needs. While AHA’s in-house Technology Service Desk continues to handle all hardware, networking, password resets, and proprietary application issues, Vitalyst takes care of end-user how-to questions for desktop applications and mobile devices. AHA end-users now call the Technology Service Desk via a toll-free number and by selecting the option for “desktop application how-to support.” Through a combination of training and live phone support, Vitalyst Productivity Consultants provide AHA’s end-users with support for applications such as Microsoft Word, Outlook, PowerPoint, and Excel, as well as for BlackBerry mobile devices, 24 hours a day, 7 days a week, and answered in two or fewer rings.

The Results

Increased customer service, productivity and cost savings

Since partnering with Vitalyst, the AHA has experienced dramatically improved customer service levels, and end-users have seen increased productivity with the tools they use daily.The AHA has also experienced a significant cost savings since partnering with Vitalyst. The time required to resolve support issues has decreased from an estimated 2.89 hours to just minutes. Based on current industry standards (including labor costs, overhead and benefits), the AHA determined that this time-savings translates into a hard-dollar savings of $72.37 per call. Monthly and quarterly solution-based call reports and quality assurance reports have reflected the positive effects of Vitalyst in terms of the AHA’s return on investment.

In the Numbers
  • Quality of Service Provided

    9.6

    Client’s employees rating of Vitalyst service and performance (based on a 1-10 scale).

  • First Contact Resolution Rate

    94%

    Average number of employees who resolved their problem on the first call.

  • Response Time Under 30 Seconds

    100%

    Percent of time client’s employees calls were answered in under 30 seconds.