Case Study: Maxim Healthcare Services boosts service desk satisfaction with Bell Techlogix

Maxim Healthcare Services - Customer Case Study

Maxim Healthcare Services, a leading U.S. provider of home healthcare, staffing, and wellness services, needed to replace its internally staffed IS help desk with an outsourced model that could improve service quality while reducing costs. Bell Techlogix was brought in to provide outsourced Service Desk support as part of the Maxim Solution Center, but the transition had to happen quickly and initially exposed knowledge gaps that frustrated users.

Bell Techlogix responded by building a strong partnership with Maxim’s IS leadership and implementing a continual service improvement plan. By working closely with Maxim subject matter experts, Bell Techlogix developed and maintained a robust knowledge base for the service desk, which led to major gains in satisfaction: “very satisfied” ratings rose from 29% to 61% for timeliness, 25% to 65% for technical skills, 49% to 74% for courtesy, 27% to 66% for service quality, and 27% to 65% for overall experience.

Maxim Healthcare Services