EmployBridge
With its help desk support facing increasing costs and low customer satisfaction scores, EmployBridge knew it was time for a change and issued an RFP. The document clearly outlined its requirements, not only to reduce costs, but also to achieve world class customer satisfaction ratings. In addition, the transition from the then current provider had to be seamless - and fast. Read more

Children's Memorial Hospital
Children's Memorial engaged ABS to help improve IT service levels. With the ABS team and the ABShelp system in place to handle the hospital's help desk support issues, both monthly average abandoned calls and open tickets were reduced by half. Furthermore, the ABS tools and workflow designs highlighted work-in-progress (WIP) as well as backlog information and relevant data. As a result, realignment of resources significantly reduced open ticket volumes in all areas of IT. Subsequently, new metrics have been established to monitor performance on an ongoing basis. Read more

Ennis Knupp
Experiencing slow response time, inconsistency, lack of redundancy and labor intensive data restoration are major issues for many companies today. Contracting with the right managed services provider can help you avoid these problems. This case study details how one company addressed unsatisfactory support by partnering with ABS. Read more

Master Lock
In order to shift its help desk support transparently, Master Lock required its new outsourcing partner to service its entire operation in North America including both Canada and Mexico. In addition, all proprietary systems, applications, and escalation procedures had to be mastered within a short period of time. Learn how ABS was able to meet and exceed Master Lock's expectations with a complete solution for help desk support. Read more

Pace Suburban Bus Company
Pace's new technology required network consulting and assistance from an outside expert. The project involved altering an Active Directory infrastructure as well as transitioning to a centrally managed data storage and application environment. This case study demonstrates how the appropriate infrastructure advice can lead to improved reliability and performance throughout the enterprise. Read more