Case Study - Improved Performance and Services

American Association of Critical-Care Nurses

Problem: AACN’s previous help desk vendor delivered poor service, and generated a 10% first-tier resolution rate. This forced AACN’s staff to resolve the remaining 90% of support inquiries, and took them away from other pressing duties. All this led to low customer satisfaction levels and poor utilization of expensive internal resources.

Solution: PAI stepped in and supplied the world-class service AACN and its clients deserved. In the first month of service, PAI delivered a 77% first call resolution rate, and soon increased that to 90% or greater on a consistent basis. This delighted AACN, and led to an expanded partnership with the company.

Joint Commission Resources

Problem: With its small, internal help desk lacking the service tools or the experience required to handle the company’s growing customer base, JCR needed an outside provider to manage this critical service.

Solution: PAI took control of JCR’s burgeoning help desk situation, and delivered superb, consistent customer care. In the process, PAI became a partner with the company, and now provides ongoing support during JCR’s expansion.

Ahura Scientific

Problem: Ahura Scientific’s business was expanding rapidly. However, the company’s help desk provider at the time repeatedly failed to answer calls in an expedient manner, and often gave incorrect advice. Ahura Scientific needed to quickly replace the vendor with one that would deliver world-class customer service, or else the company’s growth would be jeopardized.

Solution: In PAI, the company not only found a provider – it found a business partner. Since the relationship began, Ahura Scientific’s support requirements have risen by 200% - and PAI has met these demands in every aspect by delivering superb service. As a result, Ahura Scientific’s clients receive the outstanding level of support they require, and the company’s growth plan remains on track.

Hitachi Consulting

Problem: Hitachi Consulting utilizes a large team of field consultants whose work is critical to the company’s success. When consultants experience laptop issues, it decreases the company’s ability to operate at peak efficiency. Hitachi Consulting was using a service vendor that was too slow to respond, so the company sought a provider who could better fulfill its needs.

Solution: PAI provided the demand responsiveness and speedy turnaround the company required, quickly allowing field consultants to resume their responsibilities and helping Hitachi Consulting to function at full capacity.