After-hours Service Desk Case Study

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Executive Summary

This particular nationwide company provides heating, air conditioning, plumbing, sewer and drain services to homes and businesses. Focused on providing around-the-clock professional services, the client needed a strategic partner with ITIL-certified professionals who could seamlessly integrate with and support its IT team after normal operating hours.

CHALLENGE

The IT staff was running 24 hours a day, seven days a week to support professional service technicians in the field. As the company continued to experience rapid growth, it wanted to move its after-hours support to a partner who could: Seamlessly integrate with its current IT staff serving 65 locations around the country Manage calls related to network, voice, desktop or system issues during high-demand periods Help implement large-scale environmental changes, system or platform upgrades remotely  

SOLUTION

After working with the plumbing services company’s support managed team to determine short-term and long-term goals for the Service Desk, Sparkhound initiated an after-hours plan that included: Baseline metrics to measure customer service success, resulting in flexible staff coverage, fluctuating cost model, tiered pricing levels by skill set and 100% adherence to all customer processes and technologies Support for all basic Microsoft® Windows, Network, Printing, Microsoft® Office and proprietary application troubleshooting and issues 

IMPACT

By utilizing Sparkhound’s prescriptive Service Desk solution with tiered pricing levels, call escalation processes and performance indicators, the client received immediate cost-savings, reduced incident reports and had the flexibility to initiate Sparkhound team members on an as-need basis.

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