Humber College was looking for a solution for its Service Desk that supports almost 30,000 full-time students and approximately 5,000 staff and faculty. Humber wanted a solution with more staffing capabilities, a better system for servicing clients faster, and a way to improve abandon rates, which were running high at 40%.
Other needs included improvement of proper service coverage on evenings and weekends, improved metrics for leadership decision making, more automation and reuse of knowledge, and lower levels of burnout and employee engagement.
Ticket growth was up as much as 105% over last year and Humber was searching for an effective way to keep the quality of service at a high standard while simplifying processes, controlling costs, reducing call wait time, and driving a higher first call resolution rate to the end users.
Buchanan had recently become a preferred vendor with OECM (Ontario Education Collaborative Marketplace), and with that status launched
a solution that would provide what Humber needed.
Buchanan’s OECM solution offered an economies of scale solution consisting of a 24/7 x 365 support desk with a tiered pricing model. Not only would Buchanan’s team take on the call volume, but it would offer a lower per-ticket cost as additional colleges and universities signed up.
The 365-day, round-the-clock support would provide the coverage needed. The tiered pricing would provide cost control savings. Buchanan allowed Humber the choice to use its existing ticketing tool or utilize Buchanan’s BMC Remedy 9.1 ticketing tool, which had been recognized in the Gartner top quadrant, with no capital outlay.
Humber leadership is seeing the rewards in multiple avenues. Financially, Humber is experiencing a 6% decrease in per-ticket cost using 1st tier pricing. In the second and third tiers, the savings will be 17% and 25% respectively.
Other improvements include:
Learn more about the specific IT solutions deployed & their outcomes
