The Ripple Effect of the Service Desk

A healthcare business support firm improves its customer experience.


A Pennsylvania-based firm helps healthcare companies build transformational solutions to grow their business and improve their patients’ lives. It wanted to improve the customer experience at its service desk, which was struggling to adapt quickly enough to respond to its clients’ ever-changing hardware and application environments.


The company turned to CAI to provide a solution for level 1 service desk support and achieve a first-level resolution rate (FLR) of at least 70 percent of incoming incidents. CAI delivered a ServiceNow solution for level 1 service desk support focused on improving customer experience and fast incident resolution. The ServiceNow platform supports and tracks end-to-end tickets for the client’s off-the-shelf software, hardware, and custom client-specific applications.


The CAI solution means the company has a service desk that can receive and respond to inquiries via phone, email, web service, and voicemail. CAI also provides a dedicated toll-free number and automated call distribution technology that provides voicemail and menu options that can route calls to the CAI service desk. When necessary, CAI’s level 1 service desk escalates incidents and requests for appropriate second- or third-level support. The service desk achieves a 98 percent FLR, nearly 33 percent higher than the industry average. Since the majority of the end-user community is field-based and constantly on the go, a high FLR means employees can quickly get back to their jobs and spend less time on technical issues.

98% First level resolution, 33% higher than industry average

Service Desk

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