Case Study: Cook Children’s Health Center achieves a more efficient, satisfied Help Desk with Astadia

Cook Children’s implementation of Salesforce Service Cloud produced a happier, more efficient Help Desk and far more satisfied users

Cook Children’s Health Center, a large pediatric health care system in Fort Worth, Texas, needed a more flexible and user-friendly IT help desk. Its 24x7 support team struggled with an inflexible system, low portal adoption, excessive phone calls, poor mobile connectivity, and cases that were often passed around without resolution.

Astadia implemented Salesforce Service Cloud for Cook Children’s Health Center, including workflows, notifications, a visual change calendar, Chatter collaboration, an agent console, and improved knowledge sharing. The result was a more efficient help desk with better customer service, higher user satisfaction, improved agent productivity and accountability, and faster, more accurate employee onboarding, supporting 170 Service Cloud users and up to 6,000 portal users.

Cook Children’s Health Center