Moving On – Moving Up
Since 2001, our client began to grow independently from their parent company. They quickly outpaced their initial IT infrastructure staff, support model, and processes. Initially, the company utilized internal employees to provide help desk support for the corporate headquarters, which housed over 500 employees. This support model, however, was not sustainable nor scalable to service the needs of remote locations. The client’s attempt to use a third-party, offsite help desk support company resulted in only minimal support and little incident follow-through.
Y&L provided a customized 24x7x365 onsite help desk solution which included phone, email, and live chat support for close to 2,000 end users and 1,850 work stations globally. In addition, Y&L help desk team provided Tier 1 & 2 in-person workstation and multifunction printer support for more than 600 users and 500 workstations at our client’s headquarters. Within three months of working with the client, Y&L was able to resolve almost three times the number of incidents reported by the organization’s previous help desk provider. Prior to Y&L, it took close to 147 hours to resolve a Level 2 incident. Within a year, Y&L had Level 2 resolution time down to 38 hours.
Our client has seen a dramatic increase in end user satisfaction, a faster response time in resolving user-reported issues, and a significant support cost savings for the organization.