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A large, national healthcare insurance provider partners with TEKsystems to consolidate its help desk operation.
In 2006, the client underwent many internal transformations in response to mergers and acquisitions. The company then sought a solution that would enable it to minimize expenses and streamline operations for its on-shore and off-shore help desks. At the time, its help desks operated out of 13 locations around the U.S. It decided to consolidate these operations into two centers in Richmond, Va. and Indianapolis. Once operations were consolidated, IT management expected a substantial increase in call volume. It therefore needed to partner with a vendor that could support the company’s help desk during the transition. TEKsystems was selected due to our superior performance on past projects with the client, our access to high-quality personnel and our ability to act as a sole source staffing provider for both locations.
During the project, we deployed more than 20 help desk analysts to work alongside of our client’s 20 internal technicians. We also provided a host of value-added services including:
We also remained flexible throughout the year to accommodate our client’s need to scale these resources up or down in response to fluctuations in workload.