Case Study: a large healthcare company cuts response times and costs with Dynamic Quest Managed Service Desk Support

a large healthcare company cuts response times from 2 weeks to 2 hours with Dynamic Quest

A large healthcare company with an in-house IT team of 1,500 was challenged by an overwhelming volume of low-level service desk requests, such as password resets. This routine work consumed the team's time, preventing them from focusing on high-level projects that would advance business goals. The company partnered with vendor Dynamic Quest for its Managed Service Desk Support to address this issue.

Dynamic Quest's solution was to outsource the Level 1 support responsibilities. This freed the healthcare company's internal IT team to concentrate on business-critical and enterprise-level projects. The results were dramatic: response times dropped from two weeks to just two hours, IT spending was reduced by 40%, and the backlog was eliminated. Due to this clear ROI, the company subsequently tasked Dynamic Quest with handling its Level 2 service desk tasks as well.