FranklinCovey needed to streamline noncore background functions in order to enhance consulting services. By implementing the Best Shore® solution for the internal help desk, EDS greatly reduced cost and improved response time and efficiency to help desk requests.
Contracting EDS to manage the help desk and implement process change led to significant improvements in efficiency for FranklinCovey. Prior to implementation of the new help desk environment, there had been a lack of structure and visibility into issues that had a dramatic impact on business efficiencies. Service tickets had been queued upon receipt sorted primarily by severity of the issue. Meanwhile workload had been sorted by location, with the campus and outlying areas divided into coverage areas, without much attention to workload balance or skill level of the support staff. This led to over-qualified staff solving basic issues in one area with more business- critical issues in other areas going unresolved due to lack of visibility. The lack of help desk tracking prevented the company from identifying recurring, systemic process issues that might be prevented by implementing changes to core business processes.
EDS deployed its Best Shore solution, which continued to provide round-the-clock support without any downtime or disruptions to FranklinCovey’s business operations. EDS also implemented service level tracking and infrastructure enhancements to increase the overall efficiency of the organization. In the five years since the transition, customer satisfaction levels have increased, largely because skilled and experienced resources are now better aligned with the appropriate issues that require their attention. And core business processes have been identified and optimized.
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