Case Study - Joint Commission Resources
Company Info
JCR is an expert resource for health care organizations, providing consulting services, educational services and publications to assist in improving quality and safety and to help in meeting the accreditation standards of The Joint Commission, the nation's principal standards setter and evaluator for a variety of health care organizations.
Case Study
Access to World Class Expertise
Problem: JCR has a diverse client base, which presents challenging help desk needs. The company required a professional, well-rounded, knowledgeable support team to manage the situation.
Solution: PAI delivered effective, multilingual, 24/7 support tailored to the company’s unique requirements, giving JCR the expert touch it required to maintain a high customer satisfaction rate. This was made possible through PAI’s combined level of over 75 years of experience in the help desk field, as well as its proprietary processes and tools.
Improved Performance and Services
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.
Improved Management
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.
Improve Company Focus
Problem: JCR didn’t want the responsibility of managing a call center, as that would be outside the company’s strengths and an inefficient use of its resources. But, JCR needed a provider who would be a responsible partner, and handle this important task as an extension of the company.
Solution: With its extensive background in the help desk industry,
PAI knew exactly how to give JCR the customized customer care it required. By doing so, the company could concentrate on what it does best – providing support to health care companies. PAI considers itself to be a partner of each of its clients, and takes a proactive approach to ensure every client receives the best ongoing support possible.
Reduce & Control Costs
Problem: After launching a new product, JCR saw its customer base swell. But, the company didn’t have the internal resources to handle the increase in client inquires, and that led to poor customer satisfaction levels. JCR knew that augmenting its staff wasn’t a cost-effective solution, so it needed a capable help desk provider that could work within its budget.
Solution: Through its proprietary service models and tools, PAI handled the company’s help desk needs in an affordable manner. PAI had an immediate, positive impact on customer satisfaction levels. Meanwhile, PAI efficiently scaled its service to meet the natural product peaks and valleys of JCR’s business. As call volumes increased, the cost-per-call for JCR decreased.
Scalability & Flexibility
Problem: With a rapidly expanding business, a unique product line, and a need for 24/7 international customer service support, JCR had to locate a help desk provider with the flexibility to meet its changing needs, and the expertise to deliver the services it required.
Solution: PAI provides an extensive variety of help-desk services to accommodate the different challenges presented by individual businesses. JCR received the specialized customer care it sought, and a tailored, cost-effective solution that efficiently handled the company’s growth.
Scalability & Flexibility
www.jcrinc.com
1515 W. 22nd Street, Suite 1300W
Oak Brook, IL 60523