In mid-2019, the customer – a diversified, innovative energy company that manufactures and sells products such as gasoline, diesel fuel, jet fuel, renewable diesel, and more – established a partnership with Buchanan Technologies for afterhours service desk support.
With multiple mergers and acquisitions throughout the company’s 76-year history and more on the horizon, leadership was searching for opportunities to increase efficiencies and optimize processes to ensure customer and employee satisfaction while controlling IT-related costs.
As Buchanan was already providing afterhours support for the company and therefore familiar with its ticketing system and SLAs, it made sense to leverage that existing relationship to help support this continued growth.
In June 2020, Buchanan began supplementing the company’s internal IT team with dedicated resources during business hours support alongside the already established afterhours helpdesk solution. Buchanan’s helpdesk agents work with the existing internal client helpdesk staff to handle end user calls during business hours.
Additionally, Buchanan provides on-site support to some of the company’s remote locations with its on-demand dispatch team that services every zip code in North America. Buchanan’s field technicians provide support for desktop support initiatives at various locations, with Buchanan’s team of dispatch coordinators overseeing and managing the ticket from creation to completion.
With a 20% increase in call volumes YOY, the service desk solution paired with staff augmentation support from Buchanan is able to provide the flexibility and scalability the company needs to accommodate consistent growth all while facilitating a 21% decrease in abandoned calls and a 26% increase in calls answered. Furthermore, the solution continues to meet or exceed the target service levels.
Learn more about the specific IT solutions deployed & their outcomes
