Case Study: One of the country’s largest nonprofits achieves customer-centric IT and faster helpdesk resolution with Protiviti

Nonprofit Organization - Customer Case Study

Nonprofit Organization engaged Protiviti to help transform a fragmented IT function that was operating in silos and delivering poor customer service. The CIO tasked Protiviti’s Business Transformation practice with developing a unified IT vision and mission and shifting behaviors so the helpdesk, customer service/analytics group, and infrastructure teams would work collaboratively and be more customer‑centric.

Protiviti worked onsite with cross‑functional teams, set 30/60/90‑day deliverables, mapped helpdesk processes and introduced a self‑service portal, progress‑tracking system and KPI dashboard to drive accountability. As a result, Protiviti helped the Nonprofit Organization reduce average helpdesk resolution times from days to hours, improve communications and collaboration across IT, and cut storage costs through better governance — delivering measurable gains in efficiency and customer satisfaction.