Life Sciences

Life Sciences

Client:

Global diagnostic laboratory and information services company specializing in providing clinical diagnostic testing and information in 850 US locations.

Services:

  • Provided direct management for the deskside support teams and transitioned employees
  • Established a technician backfill process with an integrated knowledge transfer program
  • Integrated service call management system and supply chain with WWITS
  • Implemented in-warranty recovery, established triage tech support systems and instituted a direct end user technician feedback process

Results:

  • Gained high level of end user satisfaction resulting in a rating of 4.85 out of 5