Service Desk + Deskside Support
Compass Professional Health Services, Dallas, TX
Compass Professional Health Services is a healthcare technology and consulting company that helps employers and their employees navigate the complicated and costly healthcare landscape. Since 2005, the Compass health navigation platform has created the premier health benefits experience for more than 2,000 companies and 2 million members, nationwide. Through an unmatched combination of smart technology and the friendly guidance of Health Pro consultants, Compass simplifies healthcare and helps employees make better healthcare decisions.
Compass Professional Health Services had outsourced end user support to an organization that could not respond fast enough. Requests for support lasted days and end user satisfaction was very low. It could take days before someone could be dispatched to go onsite for issues that could not be solved remotely.
NG2 Service Desk with a full time onsite deskside support professional was implemented. NG2 also manages all the endpoints keeping them current with Windows and AV updates. The onsite resource also implements a variety of projects plus provides exceptional support to the executives.
End user satisfaction has increased to an average of 97%. The other benefits of working with NG2 are the following:
- With an Average Time to Answer in less than 20 seconds, NG2 now closes tickets in minutes instead of hours and days.
- The onsite deskside support person solves issues that cannot be solved remotely resulting in improved support.
- NG2’s Average First Call Closure percentage is 89% leading to a high level of end user satisfaction.
- NG2 proactively manages Anti-virus and Windows update minimizing disruptive outages and security events.
- NG2’s root cause analysis process has worked to reduce ticket volume by 15%