Case Study: Ontario Teachers' Pension Plan improves first-call resolution with ScreenMeet

Ontario Teachers' Pension Plan cuts case reopen rates by 25% with ScreenMeet

The Ontario Teachers’ Pension Plan (OTPP) faced a significant challenge in providing remote technical support to its global users, especially after the COVID-19 pandemic forced its support agents to work from home. Their previous collection of disconnected tools made it difficult and time-consuming to connect to users' devices, particularly when a computer needed to be rebooted. OTPP required a streamlined, secure solution to improve this process and turned to ScreenMeet for its remote support capabilities.

By implementing ScreenMeet, OTPP empowered its support agents to seamlessly connect to and take control of remote devices with minimal user interaction, even rebooting machines and staying connected throughout the process. The solution from ScreenMeet resulted in a 10% increase in first-call resolution, a 25% decrease in case handling time, and $275,000 in annual operational savings, dramatically improving both member service and IT efficiency.

Ontario Teachers' Pension Plan