Case Study: Gamma-Dynacare achieves faster incident resolution with Monitor 24-7's IncidentMonitor

Gamma-Dynacare - Customer Case Study

Gamma-Dynacare, one of Canada's largest laboratory services providers, faced significant challenges managing IT service requests due to rapid growth from multiple annual acquisitions. Their outdated help desk system could only handle incidents and changes, leaving no way to distinguish between internal or external service requests or to automate routing. They needed a full-featured, configurable IT service management solution to support their complex business processes, leading them to partner with vendor Monitor 24-7 Inc.

Monitor 24-7 implemented its IncidentMonitor™ solution, a modular IT service management system that provided automated routing, electronic forms, and support for multiple distinct processes. This implementation delivered dramatic results for Gamma-Dynacare, including a massive increase in First Call Resolution from 4% to 56% and a reduction in the average incident resolution time from 216 hours to just 25 hours. The solution from Monitor 24-7 also provided improved service level attainment and was later expanded to improve other business functions like customer service and data collection.

Gamma-Dynacare

Ryan Davies

Gamma-Dynacare