At BayCare, automatic notifications and self-service incident reporting have
slashed call volumes nearly in half, resulting in a dramatic reduction in
workload and the cost of support,
Patrick Cook, Manager of
the IT Help Center and Training, BayCare Health System
The reports enable our managers to assess how many help desk agents are needed
at specific times, and identify areas where additional training might be
required.
Howard Rubin, Director of IS Technical Services
at Care New England
As we expand our usage of Service Desk Express, we continue to build on our
knowledge and technical expertise. The more we learn about the product, the more
opportunities we see to use it.
Colleen Herrin, Help Desk
Operations Manager at ClubCorp
With self-service incident reporting, our help desk staff spends a lot less time
answering the phone and a lot more time resolving issues,
Patrick Cook, Manager of the IT Help Center and Training, BayCare Health System
One of the things we liked most about the BMC solution is that we could
implement it quickly, and then modify the configuration as we went along,
Howard Rubin, Director of IS Technical Services at Care New England
Service Desk Express products give us comprehensive service desk, asset
tracking, and change management functionality.
Jimmy
Arrington, supervisor of the IA Support Center at Beth Israel Deaconess Medical
Center
Customer wait time has dropped from five minutes to an average of just about 45
seconds. Instead of waiting on hold, listening to annoying prompts, and so on,
the doctor or nurse can type in the information, click Submit, and go right back
to working with patients. It improves the quality of care by letting medical
professionals focus on patient needs, not technology.
Patrick Cook, Manager of the IT Help Center and Training, BayCare Health System
In addition to using BMC Service Desk Express Suite for typical break/fix
activity, we’ve customized screens to allow us to track the status of projects,
such as installing a new PC. That means we can view our workload from a
break/fix perspective as well as a project perspective.
Howard Rubin, Director of IS Technical Services at Care New England
By centralizing our operations around Service Desk Express, we have been able to
reduce our call volume by 50 percent in 2003.
Colleen
Herrin, Help Desk Operations Manager at ClubCorp
We reduced response times by 85% by leveraging the BMC IT Service Support
Express capabilities to automate the recording and tracking of incidents,
implement self-service incident reporting through the Web, and initiate
automatic notifications to users to communicate changes in issue status.
Patrick Cook, Manager of the IT Help Center and Training, BayCare Health System
We use the reports to assess how many calls come in at any given time. We can
determine if we have enough calls to justify keeping a help desk agent available
until, say 7:00 p.m., or if it’s more cost effective to have the help desk calls
roll over to our computer operators who are available 24x7.
Howard Rubin, Director of IS Technical Services at Care New England
Service Desk Express has lowered costs, increased end-user satisfaction, and
improved productivity for our support staff.
Jimmy
Arrington, supervisor of the IA Support Center at Beth Israel Deaconess Medical
Center
I can make changes [to my Service Desk system] right away, on the fly, from any
location, anywhere in our network, in any city — from anywhere I can get to a
browser.
Patrick Cook, Manager of the IT Help Center and
Training, BayCare Health System
It has helped us streamline our help desk department. We need to respond to our
clients’ requests quickly, as customers who stay at our private clubs expect
nothing less than the most professional, speedy service.
Colleen Herrin, Help Desk Operations Manager at ClubCorp
The system gives us a better view into what kind of training our clinical and
other support staff need. If we see that we’re getting a high volume of calls
related to performing certain functions, we can recommend additional instruction
that addresses the problem proactively and eliminates those calls.
Howard Rubin, Director of IS Technical Services at Care New England
I was able to modify every screen to include instructions that guide people
through reporting and submitting a ticket on their own. With 16,000 employees,
we’re talking about nearly 16,000 hours of training time that we saved. It was a
first for our company.
Patrick Cook, Manager of the IT
Help Center and Training, BayCare Health System
