BridgeView Partners Leverages the ABS Service Desk After Hours
March 31, 2015 – Recently, BridgeView Partners selected ABS Associates, Inc. as an IT partner to provide service desk support to one of its Mid-Atlantic based insurance clients. BridgeView was looking for an organization that offered late shift, weekend, and holiday Level 1 assistance using a scalable staffing model capable of handling call volume spikes.
BridgeView Partners’ decision to select ABS hinged on ABS’s rapid responsiveness in developing a solution that matched BridgeView’s requirements including a quick implementation time frame that was well coordinated with both BridgeView’s and their client’s deadlines. It also helped that ABS was thoroughly familiar with the end client’s newly implemented ITSM platform, ServiceNow, making the transition an ideal one for ABS’s US-based IT specialists already supporting it for multiple clients.
Additionally, because of the longer average call handle times they had experienced with a previous solution, BridgeView was looking to move towards more cost-effective per incident pricing. With per minute or per call, the longer it takes for an agent to resolve the issue the more expensive the service desk becomes for the end client whereas with per incident, the mutually beneficial goal is for the agent to get the end user back to work as quickly as possible and to be prepared to accept the next call in the queue.
Since going live with service desk operations, BridgeView’s Vice President of Consulting Services Andrew Rosenberger has been pleased with the results thus far. “ABS has proven to be a flexible, reliable help desk provider that was able to quickly initiate service,” says Rosenberger. “Their focus and dedication towards optimization and continual improvement has directly led to contracted SLA attainment and a superior customer experience.”
About BridgeView Partners
BridgeView Partners was founded to fulfill a void in the information technology industry. As experienced IT professionals, they saw a need to assist IT decision makers with the many challenging and often conflicting decisions that come with technology, business alignment, fiscal responsibility and high-performance demands. Their vision is to provide decision-makers with experienced, specialized, vendor-neutral guidance to assist in making sound business decisions regarding IT infrastructure investments and expenditures. BridgeView seeks to empower its clients with informed decision criteria that facilitate effective business partnerships and high-value solutions. For more information, visit www.bridgeviewpartners.com.
About ABS Associates, Inc.
Founded in 1982, ABS Associates is a global IT solutions provider of service desk, desktop, managed hosting and network support and services. The mission of ABS is to make technology work for our clients, whether that means implementing an onsite or virtual helpdesk, hosting complex applications, or resolving problems with servers. The ABS Global Service Desk operates 24x7x365, assumes the burden of IT support, eliminates distractions, and allows firms around the world to concentrate on achieving strategic business objectives. ABS delivers a 95%+ satisfaction rate and serves clients throughout North America and in 14 countries around the world. To learn more about ABS, a Mechdyne subsidiary, click here.