Healthcare Provider Faces Customer Satisfaction CrisisGDT research helps them develop the perfect Managed NOC Services Solution

A national organization with over forty (40) offices throughout the United States was dissatisfied with their first-level support management, which was reactive and didn’t uncover and remediate issues prior to them occurring. They needed a solution that would discover and fix “red flag” issues before users were aware or affected by them. They turned to GDT’s Managed Services team, comprised of experienced solutions architects, engineers and security analysts, to provide them the level of proactive resolution management they needed to ensure patients received the highest levels of customer service and care.

The customer was also challenged by issues resulting from their small IT staff, which further prevented them from uncovering service-related issues and remediating them in a timely manner. And their reactive approach to support kept their lean staff from working on projects and initiatives that would help drive the short- and long-term goals of their C-level executives.

Interviews uncover needs

The GDT team worked closely with the customer to first understand the many issues they were having with their current incident resolution processes, where and how it had fallen short of expectations, and their specific needs in the future. GDT discovered that visibility into their network wasn’t provided by their current provider, which left them solely in reactive mode. Trouble tickets were generated through either a toll-free number or web portal, after which a 3rd party engineer would work the issue until resolution. By that time, however, the customer’s end users, primarily patients, had already experienced frustration. As a result, their customer satisfaction rates had dropped precipitously.

Also, their IP telephony environment wasn’t providing them with many of the features they needed, including, but not limited to, call routing and greeting management.

Assessment uncovers current limitations

Prior to crafting a solution to address the customer’s many needs, GDT’s team of tenured solutions architects and engineers conducted a free assessment of their current architecture and uncovered that, when addressed, would satisfy their needs and raise their customer satisfaction scores.

GDT found that the customer’s trouble ticketing system didn’t tie into their 3rd party incident resolution provider, which meant trouble tickets received by in-house personnel needed to be forwarded. This created an extra step in the process, which added time to issue remediation. GDT discovered that their IP telephony equipment, including the associated call management system, wasn’t configured properly, as well.

GDT’s Insite Pro+ provides proactive network monitoring and faster resolution

GDT proposed and delivered a customized solution for the customer, which included its Network Operations Center (NOC), a state-of-the-art, 24x7x365 facility staffed by over 150 solutions architects and engineers that hold the highest certification levels in the IT industry. GDT’s NOC strictly adheres to ITIL- and PMI-based framework methodologies.

The customer now utilizes GDT’s Insite Pro+, a comprehensive suite of managed services that proactively provides, in addition to incident resolution, elements the customer needed but was lacking, including:

  • Capacity management
  • Release management
  • Lifecycle management
  • Alert management
  • Vendor management
  • Change management
  • Problem management
  • Availability monitoring
  • Moves, Adds, Changes and Deletions (MACDs)
  • Digital Labor and Autonomics

Now GDT manages the customer’s entire network, and their NOC’s trouble ticketing system directly communicates with the customer’s, providing bi-directional connectivity (both parties are immediately informed when any trouble ticket is opened). And GDT engineers can now uncover and resolve issues before they occur.

GDT Service Delivery Manager now presents information, findings

An experience GDT Service Delivery Manager (SDM) now conducts monthly meetings with the customer’s IT staff to review prior month trouble tickets, ways in which they were remediated, and provides recommendations, if needed, for any process improvements. And quarterly business reviews (QBRs) are conducted with the customer’s IT staff and C-level executives to update them on GDT’s monitoring and maintenance of their network infrastructure. And they review, as needed, associated Service Level Agreements (SLAs), Service Level Objectives (SLOs), and any end-of-life and end-of-support parameters.

As a result of GDT’s proactive approach to monitoring the customer’s network and increasing their customer satisfaction scores, they’re talking with GDT about utilizing their talented Security Analysts and Security Operations Center (SOC) to provide ongoing threat monitoring and management.

GDT’s ―customized to address the exact needs of the customer

GDT’s years of experience managing the infrastructures for service providers and companies of all sizes, from small enterprises to global, multi-national corporations, provides them with a unique, empirical approach to managed services.