Case Study: a leading healthcare provider improves IT infrastructure management and CSAT with GAVS Technologies

GAVS Enables a Leading Healthcare Provider in NY to Enhance IT Infrastructure Management and Improve CSAT Levels

GAVS Technologies worked with a leading healthcare provider in New York, the largest voluntary not-for-profit health care organization in the U.S. serving one million patients annually in the South and Central Bronx. The customer needed 24x7 service desk and IT infrastructure monitoring and administration, faster response times, improved service levels, and more proactive support to boost operational efficiency.

GAVS Technologies deployed a centralized 24x7 service desk with SLA-driven support, call and request analysis, incident management, and knowledge management processes to speed resolution and improve coordination. The engagement delivered 99.9% SLA adherence, 90% first point resolution, and a consistent 15-minute response time across ticket categories, helping improve CSAT levels.