Help Desk Capabilities Expanded by Custom Workflow

The Challenge

Our client was challenged with scaling their IT help desk to match rapid business growth and acquisitions.

TSG’s Impact

+300% Increase in Productivity, Improved Response Times, Enhanced Customer Experience

Objectives

The client, a fast-growing insurance brokerage firm, faced the challenge of maintaining effective IT support amidst rapid product growth and multiple acquisitions. They needed a scalable IT help desk to support their expanding operations.

Solution

The Select Group (TSG) expanded the client’s IT help desk team, implemented new processes, and took full responsibility for its performance. This transformation resulted in faster response times, a more positive customer experience, and a robust support structure that could scale with the client’s growth.

Benefits

Increased Efficiency

TSG’s intervention led to a 300% increase in daily case workload handling, improving overall team productivity.

Improved Scalability

TSG ensured the help desk could scale efficiently, accommodating the client’s continued expansion and acquisitions.

Better Client Experience

With TSG’s enhancements, customers experienced faster, more reliable IT support, boosting overall satisfaction.

Employee Onboarding

All new employees now receive seamless support through the expanded help desk, streamlining their integration.