Rebuilding the Reputation of IT at the Help Desk
Nordion is a global health science company that provides market-leading products used for the prevention, diagnosis and treatment of disease. They are a leading provider of sterilization technologies and medical isotopes that benefit the lives of millions of people in more than 40 countries around the world.
Dissatisfied with its current help desk operations, Nordion was looking for a more customer focused service desk vendor that would serve as the entry point to its internal end user community. Nordion was evaluating providers that were required to accept, resolve, or direct the resolution of IT related requests or incidents for its personnel based upon defined severity definitions. The selected vendor was also expected to provide and maintain an Incident Management System (IMS) for logging and managing all IT related requests as well as offer Change Management capabilities. Lastly, due to the sensitive and proprietary nature of Nordion data, the process included a rigorous security questionnaire and audit.
ABS proposed its Global Service Desk offering in which its US based IT support professionals handled all incoming contacts for Nordion on a 24 x 7 x 365 basis. After ABS performed an onsite discovery at Nordion headquarters in Ottawa, Ontario, the implementation team documented, developed, and followed incident management processes for logging, managing, and resolving end user requests. ABS agents troubleshot over 100 standard business and proprietary applications, and measured customer satisfaction with electronic surveys. ABS also delivered on demand dashboard reports and service desk metrics as well as conducted monthly operational reviews, with a focus on continual service improvement.
Since the global service desk solution was launched, Nordion employees have experienced a First Contact Resolution rate averaging 98% from ABS's friendly support agents. That coupled with abandon rates often between 0% and 2% on any given month, Nordion employees are assured of minimal interruptions to their workload. As a result, over the past 12 months, they've given the Level 1 support team a 95.2 % customer satisfaction rating. The Manager of Package Engineering at Nordion summed up the improved quality of service they received. "I have to say, I'm impressed - more than satisfied - with the average response from the new help desk. IT issues can be particularly thorny since there is so much variation from user to user, PC to PC, and since simple issues are often not. The help desk folks I talk to are consistently organized, knowledgeable and pleasant...in any form of phone support, this does not match the stereotype."