Healthcare

How We Delivered Scalable Helpdesk Support for a Biomedical Giant

In a period of rapid expansion marked by massive growth, our customer, a leading biomedical services company, faced a pivotal challenge. They needed to scale their onsite helpdesk support to meet the escalating demand.

Healthcare
How We Delivered Scalable Helpdesk Support for a Biomedical Giant
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Value We Added

Efficient Ticket Processing

We doubled the efficiency of ticket processing, ensuring prompt support for the customer's operations.

Attrition Rate Reduction

Our efforts led to a remarkable drop in attrition, providing a stable and dedicated support team.

Comprehensive Ticket Management

We successfully managed 93% of the tickets, reducing the burden on the customer's workforce.

Challenges

Scaling Support

The biomedical giant's rapid expansion necessitated a significant increase in their onsite helpdesk support to handle the growing demand.

Staffing Hurdle

Hiring and retaining the required number of qualified support technicians proved to be a difficult task for the client.

Ticket Reduction Strategy

The customer desired to implement a system to reduce the overall ticket load on their existing team through expert guidance.
How We Delivered Scalable Helpdesk Support for a Biomedical Giant
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Approach

Rapid Team Deployment

BayRock responded quickly by deploying a dedicated helpdesk team composed of 32 skilled technicians.

Scalability and Efficiency

Within just two months, the team was successfully scaled to meet the client's immediate needs, demonstrating an agile approach.

Governance & Performance Management

A robust governance model was established to efficiently manage the support team. This included site leads and ticket dashboards for real-time monitoring of both team and individual performance.

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Outcome

Onsite Helpdesk Program

Within just three months, the BayRock team successfully established an onsite helpdesk program across five sites, providing comprehensive support to the customer's growing network.

Ticket Management

We seamlessly absorbed 93% of the tickets, significantly reducing the workload on the customer's employees. This efficiency allowed their workforce to focus on value-adding activities that drove business growth.

Attrition Reduction

Attrition Reduction

Conclusion

By rapidly deploying a skilled helpdesk and implementing a data-driven governance model, BayRock doubled the biomedical giant's support efficiency and slashed attrition to 5%. This allowed the client's existing team to focus on core business functions, while our comprehensive management reduced their ticket load by a staggering 93%. In just three months, we transformed their helpdesk support, empowering them to navigate their growth trajectory with agility and confidence.

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