IT Help Desk Consolidation
Client Background and Overview
As part of a citywide customer service reorganization effort, a major city’s information technology department was challenged with consolidating three help desks into one. faced a daunting task: merging three independent help desks into one cohesive unit. Each of these help desks operated in silos, with vastly different service levels, processes, and staff. Furthermore, they catered to distinct departments with unique requirements, using individual applications and technology tools to meet their goals. The challenge was to identify the optimal strategy to consolidate and streamline processes, align personnel, and integrate technology tools across these three service centers.
The City enlisted the help of Turnkey Solutions, LLC to develop a comprehensive strategy and roadmap to merge processes, procedures, and staff across the three centers and implement the appropriate technology solution. Turnkey mapped the existing processes in each department, assessed the strengths and weaknesses of each, and made recommendations, identifying gaps and using ITIL methodology to consolidate processes.
From a technology perspective, the Numara Help Desk Application was purchased to provide efficient distribution of tickets and accurate reporting. Turnkey Solutions worked with the City to ensure the application was configured to accomplish current objectives in each call center as well as accommodate the consolidation requirements of future phases. In addition, Turnkey Solutions developed and delivered comprehensive, citywide training to educate customers of the three centers on the new processes and technology. The training was provided both as in-person and online to accommodate new customers over time.
The transition was incredibly smooth, and each of the three call centers was able to merge their reporting functions as part of the first phase of the project. Customer complaints were infrequent and promptly addressed through the online training provided by Turnkey Solutions.