Humber College Saves $500K and Improves Service Levels with Buchanan

Key Metrics

500 K

In annual savings

59 %

More calls answered

85 %

Decrease in average speed-to-answer time

35 %

Decrease in call abandonment rate

The Challenge

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.

The Solution

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.

The Results

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:

  • $500K in annual savings
  • 59% more calls answered
  • Decreased average speed-to-answer time by 85%
  • Decreased call abandonment rate from 40% to 5% 

Words from the Client:

"Buchanan's flexibility to use their existing ticketing tool without any capital outlay, their proven processes and certifications, and their reporting functionality has made a huge impact both financially and on our ability to deliver excellent service to leadership and end users."

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  • Full stack provider with expertise in end-to-end infrastructure management, modern workplace services, and application performance management
  • Proven ITIL-based processes
  • Best-in-class remote monitoring and ticketing tools
  • Continuous process improvement methodology
  • Customer satisfaction monitoring 
  • Industry-recognized best practices
  • Flexible pricing and delivery models 
  • 100% satisfaction guarantee

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