Case Study: DHU Healthcare improves 24/7 IT support with Littlefish service desk

DHU Healthcare achieves 85% first-contact resolution with Littlefish

DHU Healthcare, a large not-for-profit healthcare organisation providing 24/7 urgent care across the UK, required an IT service desk partner capable of delivering always-on support. Their essential work outside of standard business hours meant staff needed instantaneous and knowledgeable IT support to avoid disruptions in patient care. They engaged Littlefish to implement a 24/7 IT service desk to improve user experience and resolution times.

Littlefish provided an omnichannel service desk with 24/7 support, utilizing a dedicated pod system tailored to DHU's unique needs. This solution delivered a highly positive experience, resulting in a first-contact resolution rate of 85% and satisfaction scores well above the healthcare industry standard. DHU reported that Littlefish's deep engagement and understanding of their operations were key to the successful partnership.

DHU Healthcare