Case Study - American Association of Critical-Care Nurses
Company Info
AACN is the largest specialty nursing organization in the world, representing the interests of more than 500,000 nurses who are charged with the responsibility of caring for acutely and critically ill patients. The association is dedicated to providing members with the knowledge and resources necessary to provide optimal care to critically ill patients.
Case Study
Reduce & Control Costs
Problem: With its e-learning subscriber base growing by 22% each quarter, AACN needed to find a help desk provider that would deliver first-rate care on a cost-effective basis.
Solution: PAI adopted a tailored, scalable solution that allowed AACN to receive the affordable, flexible service it required during this heavy growth period. PAI nimbly handled AACN’s subscriber requests – during a period when inquiries grew from 200 to 2000 per month – while decreasing the cost-per-call by 23%. By delivering a 90% first-call resolution rate, PAI reduced the number of repeat calls, as well as the cost of escalations.
Improved Performance and Services
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.
Improved Management
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.
Scalability & Flexibility
Problem: AACN provides educational resources to its members. With membership growing by 22% each quarter, the association was struggling to keep up with its customers’ requests for information. AACN needed an affordable, quality help-desk service.
Solution: PAI implemented a tailored solution that gave AACN an aggressive cost savings over time. Meanwhile, PAI expertly handled the sharp increase in membership with a 90% first-call resolution rate, even during a period when requests grew by tenfold.
Scalability & Flexibility
www.aacn.org
101 Columbia
Aliso Viejo, CA 92656