Case Study: Humber College improves service levels and cuts costs with Buchanan Technologies

Buchanan’s it Service Desk Improves Service Levels for Humber College

Humber College turned to Buchanan Technologies for help improving its Service Desk for nearly 30,000 full-time students and about 5,000 staff and faculty. Facing high abandon rates, rising ticket volume, limited evening and weekend coverage, and a need for better reporting and faster service, Humber wanted a more scalable support model that could improve first-call resolution while controlling costs.

Buchanan Technologies implemented a 24x7x365 tiered support desk through its OECM-based service offering, with the option to use Humber’s existing ticketing tool or Buchanan’s BMC Remedy 9.1 platform. The result was a 6% reduction in per-ticket cost at tier 1, with projected savings of 17% and 25% at higher tiers, a 59% increase in calls answered, an 85% drop in average speed to answer, a 77% reduction in maximum wait time, and a decrease in abandon rate from 40% to 5%. Buchanan also helped generate an estimated $500K in annual savings through tool, salary, and system cost reductions.

Humber College

Ryan Burton

Director, Digital Solutions