Telecare Corporation

Industry: Healthcare
Size: Approximately 3,200

Telecare provides a range of services in the community for people with, or at risk for, mental illness. Each of Telecare’s community-based mental and healthcare related services are specifically designed for people who can successfully live independently in a community which provides intensive service and support. Current programs are located throughout California, Nebraska, North Carolina, Oregon, Pennsylvania, Texas and Washington.

Before Bay Computing

Telecare was expanding its spectrum of offerings in various locations throughout the United States and needed to improve their technical support services nationwide. Simultaneously, Telecare needed a new helpdesk ticketing solution and network management system, which all needed to stay within budget.

Telecare engaged the consulting services of Bay Computing to implement an effective Technical Support Helpdesk to tackle a wide range of technology needs 24 hours a day/7 days a week nationwide. There was also a need to develop and implement new processes and procedures addressing various levels of resolution, which needed to include working with third party vendors.

Challenges

Nationwide 24/7 Support

Prior to working with Bay Computing, Telecare had a different IT partner answering support calls after business hours. However, the service provided by the previous vendor resulted in actions that more closely resembled that of an answering service rather than having the support of a live Technician available to immediately assist each client.

Controlling IT Costs While Supporting Growth

Telecare’s IT Department was facing the dual challenge of keeping up with Telecare’s organizational goals of vast expansion while working to maintain solid support and to keep IT support costs manageable.

Streamline Resolution Processes

Each day, Telecare IT was tasked with addressing a wide range of technical issues without an organized approach. Telecare lacked processes and procedures for use with workflow models, and as a result, was struggling to deliver fast and quality IT problem resolution to the large variety of technical issues users dealt with on a daily basis.

Solutions/Results:

Implement a 24/7 Helpdesk

Bay Computing met with Telecare’s Management to understand the various support needs and time frames. We then created an on-demand, scalable plan to provide the needed support. We offered a detailed Helpdesk Model that provides a central location for all support calls. Customers have the option of calling in for service or requesting help via email. All Tier 1 support requests are resolved immediately and Tier 2 requests are escalated. Bay Computing has maintained a perfect track record of meeting our monthly Service Level Agreements with Telecare, including an excellent NPS Score that will stand up to all industry standards.

Created Scalable Plan to Reduce Costs

With the right planning, an outsourced IT Consulting Service can save money in the end. Bay Computing not only eliminated the need for Telecare to increase head counts, but assisted the current workforce to optimize productivity and quality service. As an extra bonus, Bay Computing provides daily, weekly and monthly metrics to Telecare Executive Management reporting KPIs.

Process Improvement and Resolution

Bay Computing implemented a Customer Relationship Management System that provides built in industry best practices that helps saves steps and avoid mistakes. These best practices are translated into embedded functionality that helps establish better workflows, service-level agreements and processes for tickets.