Case Study: DHU Healthcare achieves 85% first-contact resolution with Littlefish

How Littlefish helped a large and diverse not-for-profit healthcare organisation implement a unique and efficient IT service desk

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 offering round-the-clock support. Their essential work meant any system downtime directly impacted patient care, necessitating a solution with instantaneous response times and rapid issue resolution. They engaged Littlefish to implement an improved IT service desk function.

Littlefish provided a 24/7 omnichannel service desk with a dedicated pod of engineers for DHU. This solution delivered a first-contact resolution rate of 85% and user satisfaction scores well above the healthcare industry standard. Through this partnership, Littlefish significantly improved efficiency and effectiveness for DHU's critical operations.

DHU Healthcare

Nigel Hall

Director of IT and Analytics