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Unique service desk solution creates new efficiencies for internal IT help desk

Company profile

  • Privately-owned banking and lending institution
  • 85 retail branches in southern
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The Challenge

Solugenix implemented an IT help desk solution for a privately-owned banking and lending institution with 85 retail branches in southern California and approximately $14 billion in deposits. This customer established a partnership with Solugenix to:

  • Consolidate multiple help desks into one support center
  • Convert to a single vendor-managed services model
  • Meet or exceed existing SLA expectations
  • Reduce costs
  • Increase quality of service
  • Improve service management processes
  • Provide monthly reporting on service levels

The Goal: 

Maintaining an in-house help desk can factor as a hefty expense into an organization’s annual budget, especially when benefit packages and other perks are taken into consideration. This financial institution was looking to enter into a contract with an outsourced help desk and tailor the services to fit their specific needs and financial position.

Our Solution

Solugenix set up a tiered service desk support model. The IT help desk was staffed with technicians and software specialists, many with previous experience supporting customers in the mortgage sector.

This world-class service desk was backed by Solugenix’s Center of Excellence (COE) team who worked as a support system, supporting a client base of 8000 users on Windows platforms, and assuring the service desk was running at optimal quality levels for the customer.

The Results

The IT help desk integrated with other tiers of internal multi-faceted IT support department. The IT help desk was accountable for ensuring all support tickets were followed up on and resolved with urgency and efficiency:

  • Resolved 90% of incoming issues
  • Improved average wait time from 11 minutes to less than 3 minutes
  • Decreased average email response time from 45 minutes to 15 minutes
  • Improved first call resolution rates by 10% within the first year and has maintained a 95% or higher SLA
  • Increased agent quality scores 5% by utilizing monitoring and feedback programs

The Center of Excellence team developed a suite of reports to track performance and give greater visibility
into overall customer satisfaction.

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“Your service and follow-up is consistently outstanding and you always respond with urgency whenever the situation requires.”

Chief Information Officer

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