Case Study: Independent Health improves IT service and employee satisfaction with NTT DATA

Independent Health boosts IT satisfaction to 85% with NTT DATA

Independent Health, a health plan recognized for high clinical quality and member satisfaction, needed to modernize its IT service desk and unify its infrastructure to reduce costs and improve the end-user experience for its 1,200 employees. To address this challenge, they partnered with vendor NTT DATA and its Hybrid Infrastructure Services, leveraging the intelligent automation platform Nucleus.

NTT DATA implemented an end-to-end services model that provided 24x7 omnichannel support, automated asset deployment, and proactive operations. The solution delivered significant results, including an 85% employee satisfaction rate with IT, a 3.9 out of 4 end-user satisfaction score, and a 30% reduction in time to process audit requests. NTT DATA's Nucleus platform also increased live-agent throughput by 20% and reduced manual ticket submissions by 15%.

Independent Health