Success Stories

Nordion
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. Read more

Enlivant
Enlivant was seeking a remote service desk provider to offer level l support to its employees for their desktop and mobile technology devices. Key deciding factors were the flexibility of the selected vendor in meeting Enlivant's specific requirements as well as its ability to scale operations to accommodate Enlivant's growth projections. But, above all, that vendor had to provide empathetic and responsive customer service to the caregivers and support personnel contacting them for urgent assistance. Read more

Illinois Tool Works
Due to a 28% growth in the number of user requests to its corporate service desk, ITW was evaluating options to augment its existing help desk operations to provide 24x7x365 support to its end users. Specifically, ITW needed to identify a flexible service desk outsourcer to troubleshoot and resolve Level 1 issues afterhours and on weekends for its employees throughout the USA. Also, that provider would have to have the ability to create and triage new incidents in ITW's incident management system (BMC Footprints). Read more

A Chicago Area Hospital
In 2002, a large, Chicago Area hospital engaged ABS to provide a variety of consulting services. One of the assignments involved conducting an independent assessment of the hospital's existing help desk in order to improve service levels. ABS compared performance against industry standards and examined existing end-user support strategy and direction, tools and technology as well as staffing and skill sets. ABS' project team delivered a detailed analysis incorporating call metrics, conclusions, and recommendations. Read more

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

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

Innovative Dialysis Systems
Innovative needed an extremely flexible and highly communicative vendor to keep pace with not only their expanding technological environment, but their rapid geographical expansion as they frequently added new dialysis facilities throughout the United States. Read more