Case Study: Fortune 25 healthcare company achieves 21% customer satisfaction improvement and $750K+ in support cost savings with Pomeroy

Healthcare company - Customer Case Study

Healthcare company, a Fortune 25 organization serving the healthcare industry with more than $120 billion in annual revenue and roughly 37,000 employees, faced eroding customer satisfaction for its end-user support. With multiple service desks and independent deskside teams supporting over 18,000 end-users across more than 110 locations, resolution and hardware repair cycle times were long, technician communication was poor, users sought unauthorized fixes, and costs had risen to unsustainable levels. Pomeroy was engaged to transform the client’s end-user hardware and software support, technical staffing, OS migrations, IMACs, and related IT infrastructure services.

Pomeroy implemented standardized SLAs, consolidated deskside support into a single team, deployed an over-50-person certified technician end-user support team under a PMO, and improved processes using ITIL and Six Sigma principles; other changes included 30-minute ticket acknowledgements, a “Hot Spare” program, centralized leased-equipment returns, and faster parts turnaround. The results under Pomeroy: customer satisfaction improved 21%, SLA attainment exceeds 102%, and cost savings in end-user support and leased equipment returns topped three quarters of a million dollars, with markedly faster response, mean time to repair, and workstation provisioning.