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Supporting a Large, National Healthcare Insurance Providers Help Desk Operations

Healthcare | IT Support Staffing

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A large, national healthcare insurance provider partners with TEKsystems to consolidate its help desk operation.

The client is a leading national healthcare insurance provider that through a broad portfolio of integrated healthcare plans, services and specialty products delivers a number of comprehensive health benefit solutions. TEKsystems and the client began our partnership in 1998. We have since worked side by side with this client on a number of key projects. In 2004, TEKsystems was awarded preferred vendor status in recognition of our ability to consistently provide high-quality technical professionals.
Peregrin, MS® Outlook, MS Windows® XP, Active Directory, Avaya Phone Systems

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.

TEKsystems was able to provide this client with an all-inclusive staffing solution. Understanding that our client was looking for candidates with experience in Microsoft Windows 2000, XP and Outlook, as well as soft skills such as good communication skills, a sense of urgency and a high degree of professionalism, we utilized our thorough screening process to identify suitable candidates.

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:

  • Supporting the integration of the client’s full-time employees and the TEKsystems technical professionals to facilitate onboarding and knowledge transfer
  • Visiting the client’s site three to four times per week to check in with the client and help desk resources, and to sponsor team-building events

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.

TEKsystems’ ability to successfully deliver qualified technical professionals who easily assimilated into the client’s culture and existing IT staff was a result of a thorough understanding of the client’s needs and business. Our client praised our exceptional customer service and overall commitment to our partnership. It also reported the following results:
  • Substantial time savings and an average staffing cost savings of $32 per hour
  • Ability to maximize its valuable resources in the midst of its merger integration
  • Key corporate help desk goals were met on time and within budget
  • Able to convert 10 positions to full-time employees at the close of the engagement
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