Case Study: a large private Midwest university improves help desk service and customer experience with Artech

Large, private Midwest university improves help desk CSAT to 4.8/5.0 in 8 weeks with Artech

Artech helped a large private midwest university that was facing deteriorating IT support services from its prior provider, along with a poor reputation for its help desk and excessive costs. The customer needed to dramatically improve its help desk and user service operations to enhance the overall customer experience.

To address this, Artech transformed the support model into an HDI-certified, ITIL-compliant operation. The solution included providing integrated Level 1 and Level 2 support in a shared service model, implementing new technologies to reduce call volume, and creating omnichannel support paths. As a result, Artech implemented the new Help Desk service in just eight weeks, seamlessly handling call volume fluctuations to achieve a 4.8 out of 5.0 customer satisfaction score (CSAT) and a 90% first-contact resolution rate (FCR).