Case Study - Improved Management

American Association of Critical-Care Nurses

Problem: AACN required a strong customer service partner for their e-learning products. The company’s previous vendor failed to deliver quality support, and the association was intent on finding a provider that would supply outstanding, around-the-clock help desk coverage.

Solution: PAI implemented a cost-effective, scalable solution that leveraged its 24/7 operations, world-class management, and ITIL-based service delivery. As a result, AACN members experienced a dramatic rise in the level of customer service and technical support quality. AACN appreciated the difference PAI made, and the two continue to expand their relationship.

Joint Commission Resources

Problem: JCR needed a help desk team that would provide around-the-clock support for the company’s international customer base, and deliver a consistent response approach.

Solution: PAI understood the company’s situation, and used its proprietary tools and processes to develop a customized solution for JCR. As a result, their clients received strong, reliable, multilingual client support every hour of the day, and PAI essentially became part of the company.

Ahura Scientific

Problem: With its crucial first-responder products, Ahura Scientific needed a help desk provider that would be up to the challenge of meeting the demanding service requirements of its customers. Ahura Scientific’s previous vendor was failing to do so by dropping or not answering important calls, and giving incorrect advice. The company determined that an internal customer service department would be too costly and complex to maintain.

Solution: Drawing on its 18 years in the help desk field, PAI developed a tailored solution for the company. PAI leveraged its service management tools and skilled support staff to provide Ahura Scientific’s clients with accurate, reliable information – consistently delivered in a timely manner – that met the difficult needs of first-call responders.

Hitachi Consulting

Problem: Hitachi Consulting Consulting wanted to build and manage an in-house service desk, but found it would be too expensive to build, and too cumbersome to maintain.

Solution: PAI provided a service desk that fit Hitachi Consulting’s budget while meeting its high support standards, freeing the company from the burden of building and managing its own desk.