About the client

Andersen's customer was a publicly traded managed care company and provider of a range of healthcare solutions. This company took on a mission to function in the capacity of an intermediary for both publicly funded and privately insured schemes. Being on the Fortune 500 list and working across the country, offering affordable products to almost 1 in 15 individuals, they employ their own IT department.

Location:USA
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Project overview

A healthcare organization with its own IT Department. Expansion of its IT team with Andersen IT support engineers in order to provide professional technical support to its employees.

duration12 months
technologies
Windows support
iOS support
Linux support
Android support
ServiceNow
Confluence
Concept illustration
The back-office tech support for a healthcare company

Service functionality

  • Client’s ServiceDesk and Knowledge Database (ServiceNow)
  • Transfer of tickets with complicated issues/requests from client’s IT Team to the Andersen IT Team
  • Analysis of incidents and planning corrective changes
  • Agreed SLAs
  • Monthly service reports and online performance dashboard

Solution

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Andersen IT support engineers became part of the client's IT Team and took responsibility for the work with complicated issues and requests that required deep technical expertise. Besides that, Andersen specialists managed incoming IT incidents and performed an analysis of such issues working on their minimization in the future. Client’s IT Team performed a ticket investigation and then transferred it to Andersen IT experts who led it until the resolution. Work was performed according to the agreed level of IT services and reviewed on a regular basis.

Results

  • Time to resolve complex issues has significantly increased
  • Several long-term IT issues affecting company’s efficiency were solved
  • Users satisfaction level has increased from 81% to 90%
  • Incident management and problem management processes were implemented
  • A number of IT best practice recommendations were provided as a suggestion for improvement

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