Training and Consulting Firm Increased Operational Efficiency
FranklinCovey, with more than $280M in revenue from its core offerings, wanted efficient and effectively managed support of its key business applications. Though pleased with its current applications support contract with HP, FranklinCovey needed to reduce application support costs and redirect resources to its business units without impairing service. With EDS’ Best Shore solution, FranklinCovey optimized its Applications Support Help Desk with operational and cost savings of 20 percent, or $4.2M. FranklinCovey also enjoys higher-skilled resources, more support personnel and shorter issue resolution times, through the Best Shore solution’s “follow the sun” approach. Throughout the engagement, HP reached service levels greater than 99 percent in critical business areas of availability, response and resolution time, and service hours.
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