Case Study: Enterprise Healthcare Services Provider achieves faster, lower-cost IT help desk support with GreenPages Technology Solution

Enterprise Healthcare Services Provider - Customer Case Study

The Enterprise Healthcare Services Provider, a geographically diverse healthcare organization with offices across every U.S. state and more than 1,100 users, needed to improve a nationwide IT help desk that was suffering from attrition, slow response times, and high operating costs. It wanted a more modern internal support model that could improve service quality, reduce staffing risk, and better support remote workers and contractors.

GreenPages Technology Solution proposed a Shared Services Help Desk model using GreenPages IT Help Desk Services, acting as a single point of contact for 24x7 Tier 1 support while escalating Tier 2 issues back to the customer. As a result, the provider cut SLA response time from 4 hours to 15 minutes, reduced average ticket cost from $21 to $8, saved $204K annually, and achieved strong service outcomes including 60% resolution at the help desk and up to 90% first-level resolution.