Service Excellence in Higher Education
Raising the bar on service operations
A large, private Midwest university with a reputation as a leading research institution wanted to improve service operations.
Deteriorating support and service from prior service providers.
Poor reputation for help desk, IT support services.
Excessive cost of support.
Transformed support model to an HDI certified ITIL compliant best practices showcase.
Provided integrated L1 and L2 support in a shared service model.
Implemented new technologies to reduce call volume and improve analytics.
Provided multiple paths for support.
Co-location of InnoVest team in WV.
Implemented service in 8 weeks from signed agreement to fielding calls.
94% of service desk customers recommend the service to their peers.
Seamlessly addressed call volume fluctuations.
Call volume increased by 50% due to glowing word-of-mouth recommendations.
Increased scope of services provided to include application monitoring.