WAKE TSI Helps Hunterdon Health System Reduce Helpdesk Calls, Helpdesk Costs, and Improve Service Delivery

Hunterdon Health System is a 184-bed community hospital located in Flemington, NJ. Offering a range of services to the community, Hunterdon treats over 8,600 inpatients annually, with 33,000 Emergency Department visits and over 292,000 outpatient visits per year.

The Situation

The Client had an existing IT department experiencing an high volume of “trouble calls”. The trouble tickets were often costly to close due to poor documentation, siloed skill sets, and a lack of effective follow-up. The IT staff were handling helpdesk, desktop, and application support without any tier leveled support and needed a more efficient structure.

The Result

Serving as consultants to the IT department, WAKE TSI developed a phased ITSM strategy, leveraging ITIL framework to improve process workflow and service delivery.

WAKE TSI recommended desktop support and helpdesk support be separated into two functional areas. The helpdesk support team handled all calls and provided Tier I support with a defined escalation to desktop support (Tier II support). WAKE TSI augmented the helpdesk support staff with WAKE TSI remote agents bolstering Tier I support across all peak shifts so desktop support could focus on Tier II and break/fix support. This improved overall efficiency for helpdesk support, decreased reliance on outside expensive contractors for desktop support and increased customer satisfaction for the end-user. Call volumes were drastically reduced and the burden of helpdesk support was relieved.

WAKE TSI also redesigned the Service Desk Call Ticketing system by enhancing automation and workflow, including process documentation. This application, now used by all I staff, serves as the primary documentation source on all IT related requests and incidents.

Phase II of the ITSM Strategy implementation includes the development of workflow processes and automation for Change and Problem management.

Key Achievements

  • Developed Information Technology Service Management (ITSM) program
  • Provided budget conscious solution for remote outsourced helpdesk support
  • Segmented IT departments for a more efficient support model
  • Decreased trouble calls, and increased end user satisfaction

We engaged WAKE TSI to stimulate an ITSM culture change which would allow the current staff to be more responsive. As a part of the overall engagement, WAKE TSI has redesigned our workflow and provided remote call center support staff that have seamlessly integrated with the HHS Customer Care staff. They now handle over 60% of first call support, allowing the HHS technical team to focus their attention on complex issues. These changes have yielded impressive gains in both customer satisfaction and IT staff engagement. WAKE TSI continuously delivers positive results and provides excellent value to HHS.

Daniel Morreale, SVP & CIO