Case Study - Reduce & Control Costs

American Association of Critical-Care Nurses

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.

Joint Commission Resources

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.

Ahura Scientific

Problem: Ahura Scientific provides first-responders with the tools necessary to do their job. As such, the company fields calls from clients concerning matters that are both critical and sensitive. But, Ahura Scientific recognized that building an internal support desk would be a costly and ineffective solution, especially considering the company’s accelerated growth rate.

Solution: Relying on its proprietary support models and tools, PAI delivered an optimized help desk solution that delivered high-service quality with affordable, scalable costs. As a result, Ahura Scientific’s customers received the immediate, accurate information they required, while the company’s cost-per-call declined as its business expanded.

Hitachi Consulting

Problem: As Hitachi Consulting expanded quickly, the company was concerned about escalating expenses, particularly in the services area.

Solution: PAI designed and delivered an efficient and responsive service desk solution that achieved a 90% first-call resolution at the least expensive service tier, with an overall resolution rate of 98%. As a result, Hitachi was able to keep its internal IT staffing the same, while the company grew from 485 employees to nearly 1500.