MPHI is a Michigan-based and nationally engaged, non-profit public health institute. The Institute works with a broad range of partners to advance population health through innovation and collaboration.
Support for 600 PCs and end-users.
The client used internal personnel to support their end-user compute functions, including Service Desk, Desk Side Support, IT Asset Management, and Cross-Functional Services.
Their goal was to improve the quality, timeliness, and efficiencies of these services for internal MPHI users and external clients while increasing reporting transparency and accountability.
Dewpoint successfully took over the end-user support functions from the internal staff using a proven transition methodology. It includes providing a service desk single point of contact to diagnose and resolve issues, deskside support for break-fix, install, move, add and change services, and hardware and software support. Provide monthly reports on the number of issues reported, resolved, time to resolution, incidents by category, and overall customer satisfaction. Regularly meet with the customer for continuous improvement.
Contract flexibility – strive to develop a true partnership with MPHI by performing functions outside the scope of the initial contract:
Client satisfaction – exceeding industry averages
Technical advice – based on changing technology needs and new capabilities, bring technology providers for product demonstrations and industry experts for thought leadership