www.gavstech.com

Case Study

GAVS Enables a Leading Healthcare Provider in NY to Enhance IT Infrastructure Management and Improve CSAT Levels

Background GAVS' SolutionThe largest voluntary, not-for-profit health care organization in the U.S. serving one million patients annually in the Southand Central Bronx area of New York, with over 972 beds at two hospital divisions.

The Need

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Overview

Benefits

GAVS Technologies (GAVS) is a global IT services & solutions provider for customers across multiple industry verticals. GAVS offers services and solutions aligned with strategic technology trends to enable enterprises to take advantage of futuristic technologies like Cloud, IoT, Managed Infrastructure Services, and Security services.

Deploy 24 x 7 service desk, IT infrastructuremonitoring and administration

Accelerate response time, improve service levels and establish proactive monitoring

Implement industry best practices, and increase operational efficiencies and service levels

Deployed centralized service desk providing 24x7 support driven by SLAs

Implemented call/request analysis and initialtroubleshooting for faster resolution

Facilitated effective management of service requests and calls through incident management process

Coordinated with various teams and provided constant feedback on the progress of the tickets to users – allthe way through to closure

Enabled regular follow-up with the user/support technician on unresolved tickets

Set-up knowledge management system, and an ongoing refresh and update process

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Accelerated transition by leveraging GAVS’ time tested methodologies and project management expertise

Improved SLA adherence to 99.9% and first point resolution (FPR) to 90%

Enhanced customer satisfaction (CSAT) levels through consistent response time of 15 minutesacross all categories of tickets