Case Study: Ontario Teachers' Pension Plan achieves better first call resolution with ScreenMeet

Ontario Teachers' Pension Plan boosts first contact resolution by 10% with ScreenMeet

The Ontario Teachers' Pension Plan (OTPP) sought to improve its member service and IT support operations. To meet this challenge, they partnered with vendor ScreenMeet and implemented their ScreenMeet Remote Support product, which was integrated with ServiceNow ITSM.

ScreenMeet's solution enabled OTPP to achieve significant, measurable improvements. The results included a 10% increase in first contact resolution, a 25% decrease in case reopen rates, and a 25% decrease in average case handling time. These outcomes led to substantial operational savings for OTPP within just a few months of implementing ScreenMeet.

Ontario Teachers' Pension Plan