Large Public School District
Workplace Services
Opportunity
Needed an IT managed service partner who could provide modern workplace support for 400,000+ end user devices and drive delivery assurance for all their resolver teams supporting their portfolio of over 150 service areas.
Wanted to consolidate several disparate vendors and teams by integrating all Level 1 support under a single service desk provider with tight integration to Level 2 workplace support.
Solution
RLC assumed responsibility for Level 1 service desk and Level 2 workplace support. Services are provided to schools, central offices, and even parents.
RLC established a delivery assurance model, with service governance, for driving escalation performance, queue management, and end user communication standards across all services and resolver teams.
RLC established weekly and monthly operating reviews, ensuring performance is consistently aligned with desired outcomes. With a key focus on customer satisfaction and continuous service improvement (CSI).
Results
Achieved 15 second average speed to answer (ASA) and 94% satisfaction rate for callers to the service desk.
Achieved average of 81% first call resolution rate for service desk requests.
Reduced the number of open and aged tickets by more than 50% across all resolver teams (RLC and client).
RLC routinely collaborates with Client Service Owners and all resolver teams around opportunities for support improvement, taking ownership to implement changes, and drive efficiencies.