Children's Memorial engaged ABS to provide a variety of consulting services, one of the assignments involved conducting an independent assessment of the hospital's existing help desk in order to improve service levels.
With the ABS team in place to handle the hospital's help desk support and using theABShelpsystem, both the figures for monthly average abandoned calls and open tickets were cut in half. The ABS tools and workflow designs highlighted work in progress (WIP) and backlogsand, in doing so, attracted the resources required to significantly reduce open ticket volumes in all areas of IT. Subsequently, new metrics have been established to monitor performance on an ongoing basis.
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