American Addiction Centers provides addiction treatment and mental health care at various locations nationwide – from the east coast to the west coast.
THE CHALLENGE: DEALING WITH A SLIM IT TEAM
The in-house team at American Addition Centers was beginning to feel bogged down with a high volume of tickets that should have been handled by Level 1 support. They began to fall behind on queues and tickets, so they decided it was time to make a change to the way their help desk operates and the overall function of their IT team.
THE APPROACH: WHITE LABEL HELP DESK
American Addiction Centers knew they wanted to outsource Tier 1 support to free up their team, but as a large and growing business, they didn’t want to change ticketing systems. We worked with the business to integrate into their IT service and ask as a white label. This means our help desk team would begin to work directly out of their ticketing system.
"Partnering with Plow Networks has made it possible for my team to focus on other areas of the business. Their team has a wide range of knowledge and provides our company with timely and professional IT support we need to keep us productive and online.”
– Former Director of IT
Customized 24x7 IT Help Desk
Unfortunately, the company’s team couldn’t keep up with its high ticket volume caused by rapid growth, which created some significant challenges, including:
- A high volume of tickets requiring the involvement from Level 2 engineers and high-level resources
- High turnover and lack of available talent that met the expectations of the Level 1 role at the IT help desk outsourcing operation
- Long resolution times and poor service levels to the end user
Unfortunately, these challenges left the business’s internal IT staff with little time for higher-value projects, growth, and product development activities.
They decided to leverage our 24/7/365 Tier 1 help desk to accommodate customer locations scattered nationwide.
Nearly one year later, the relationship continues to be a proven success – offering 24x7x365 support for their devices located in multiple different states throughout the U.S.
Improving support while still utilizing the existing technology stack
Due to their size, American Addiction Centers didn’t want to have to go through the process of retraining all of their employees and educating them to buy into a new tool. Because the business had REST API and Event-based web hooks, we decided to integrate our support into their ticketing system as a while label service. This means incidents and user requests are resolved under the business’s trademark, although handled by the team at Plow Networks.
To guarantee smooth support team integration, we trained our staff to ensure a good understanding of American Addiction Center’s environment. Our training activities included onboarding and support training programs for newcomers, regular training sessions and knowledge transfers among our support teams.
Our White Label Help Desk & NOC team can resolve connectivity and usage issues with PC’s, Mac’s, tablets, mobile devices, printers, servers, network devices and cloud services, so the team at American Addiction Centers can get help quickly and get back to work in minutes.
From daily fire-fighting to focusing on business goals
Our live reporting allows American Addiction Centers to measure and monitor key performance metrics that were not available before. Armed with such increased visibility, the business can now, they now have a clear understanding of the volume of Level 1 tickets generated on a daily basis, which allows them to control how many tickets they send to us and better predict the associated technical support costs.
The business’s reporting dashboard looks something like this:
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