Healthcare

24/7 Global Support Delivers 80% SLA: Optimizing IT for a Leading Diagnostics Company

Our client, a leading American company specializing in molecular diagnostics, plays a crucial role in healthcare by offering automated systems for nucleic acid tests and clinical tests in areas such as healthcare-associated infections, infectious diseases, sexual health, oncology, and genetics.

Healthcare
24/7 Global Support Delivers 80% SLA: Optimizing IT for a Leading Diagnostics Company
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Value We Added

24/7 IT Service Desk Support

We provided around-the-clock IT service desk support to ensure that user issues could be addressed promptly, regardless of the time.

80% Average Monthly Resolution SLA

Our dedication to resolving issues efficiently resulted in an average monthly SLA achievement of 80%, exceeding industry standards.

Increase in Team Efficiency

The reduced volume of unassigned and unresolved tickets, combined with our support, led to an increase in team efficiency.

Challenges

Unresolved Ticket Backlog

A high volume of IT service desk tickets were left unassigned and unresolved, indicating a backlog of issues hindering user productivity.

Global Support Disruptions

The company's geographically dispersed offices (Sunnyvale, Newark, South Africa, India, France, Bothell, Fremont, Lodi) created a challenge in maintaining consistent IT support across different time zones.

Disrupted User Operations

Unresolved IT tickets likely caused disruptions to the daily operations of users across the diagnostics company.
24/7 Global Support Delivers 80% SLA: Optimizing IT for a Leading Diagnostics Company
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Approach

Global Service Desk Support

Consolidated all IT support tickets into a single system for improved efficiency and visibility.

Dedicated Support Team

Built a team of 18 specialists to manage and maintain the client's entire IT support ticket system.

Centralized Ticket Management

Consolidated all IT support tickets into a single system for improved efficiency and visibility.

Outcome

Reduced Ticket Backlog

BayRock Labs support significantly decreased the number of unassigned and unresolved tickets, minimizing the burden on users.

Improved SLA

The average monthly resolution Service Level Agreement (SLA) reached an impressive 80%, indicating a significant improvement in timely issue resolution.

Enhanced Efficiency and Operations

Enhanced Efficiency and Operations

Conclusion

By implementing a global service desk with 24/7 coverage, BayRock transformed the diagnostics company's IT support. Unresolved tickets plummeted, leading to an impressive 80% SLA achievement. This newfound efficiency empowered teams to focus on their core functions, ensuring the smooth operation of this vital healthcare provider.