Service Excellence in Higher Education
Raising the bar on service operations
Situation
A large, private Midwest university with a reputation as a leading research institution wanted to improve service operations.
Problem
Deteriorating support and service from prior service providers.
Poor reputation for help desk, IT support services.
Excessive cost of support.
Action
-
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.
Results
-
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.