There is hardly any industry that is untouched by technology today. Whether it is to drive productivity, increase efficiencies, reduce costs, identify opportunities, improve operations, or drive innovation and sales, technology has proved to be the ultimate enabler. Traditional industries such as healthcare are also increasing their technology investments and are on the path to becoming software-driven.
The healthcare sector has shown keen interest to become more technology-driven, especially as patients become consumers of healthcare. Technology has found many use-cases in the healthcare environment to drive productivity and efficiencies, and healthcare organizations are now leveraging technology to revolutionize healthcare management, deliver real patient support, and eliminate waste.
The Problem
One of our clients, a large healthcare organization, reached out to us to help them streamline and unify their support operations for multiple internal departments. The client was grappling with an overload of requests from multiple points of contact, such as email, fax, in-person chat, phone, etc. The absence of a single point of entry made it harder for our customers to track and resolve these requests.
As the number of requests began to increase, our client felt the need for a comprehensive solution to streamline their service desk. They needed a scalable solution that would help them manage, track, and resolve customer requests. For this, they needed a single point for entering requests for multiple sources. Since there were multiple departments involved, the client also wanted to enable department-based reporting for greater clarity and insights.
The Addteq Approach
Addteq experts evaluated the client issues and their existing infrastructure to draw up a solution that would resolve the client’s challenges and help them achieve their desired goals.
Taking the challenges and goals into consideration, we designed and built a new Service Desk project, portal, queues, SLAs, and Confluence Spaces.
Service Desk Portal
The primary challenge the customer experienced was that of multiple points of request entry. This Service Desk portal was the single window that was configured to channel all requests. Upon receipt, the requests would be grouped according to departments and could capably direct the user to the right location to submit the request.
Since different end-users had different needs, we ensured that the requests could be meticulously crafted. Information requested from the user also had to be fine-tuned to increase accuracy while reducing load. To make request creation easier, faster, and more accurate, we reduced the number of fields and ensured that the users would be asked only contextual, relevant, and essential information.
Self-Service and Knowledge Base Solution
Along with the Service Desk, we also created and configured two Confluence knowledge bases. One of the Confluence knowledge bases was connected to the Service Desk portal and was positioned as a self-service solution for the end-users and provided a robust repository of information to answer most questions. The second knowledge base served as a document and knowledge repository for internal management.
The objective of the solution was to make request creation simpler, well-defined, and more organized for customers and help service agents keep the request queues in an organized and methodical way. These solutions were designed to significantly reduce, if not eliminate, breached SLAs.
The Addteq Advantage
A boost in customer satisfaction and an increase in agent productivity and efficiency were the most obvious outcomes of our solution. Our solution not only impressed the client with the final product but also with the high levels of collaboration and inclusion that defined the course of the project.
The client also appreciated some of the following things about Addteq in the solution design, development, and implementation:
- Extensive collaboration and frequent communication with the client to build shared understanding and ensure project goals were met and improved and ensured timely project completion
- Proactively addressed all UAT feedback ahead of time to allow the client to include additional refinement and customization requests at the end of the project
- Addteq built the solution such that the client could log in hundreds of tickets in the first week of the implementation itself without issues
The solution made communication and request management easier, efficient, and more seamless. It tremendously contributed to elevated customer satisfaction levels, increased service agent productivity, and overall operational efficiency.
Addteq used its experience and lessons learned through the implementation to deliver an in-depth, instructor-led training session to provide the client teams with a wealth of experience and wisdom, that can be applied to future projects.
While the customer was familiar with Atlassian tools along with the objects and schemas that make up a Service Desk solution, the complexity of the project requirements necessitated incremental spec changes and refinements through the course of the project and made sure that our solution did not just meet but exceed customer expectations.
As Atlassian Platinum partners, we have the expertise to optimize your service desk and deliver higher levels of customer satisfaction.
