Overview

Klik Solutions is a Baltimore-based MSSP, was seeking to improve its customer service and help desk operations through the use of data analytics. They wanted to determine strengths and weaknesses in practices that were impacting customer service and the overall process. The goal was to turn the curve in the data by optimizing processes for efficiency and fast resolution of customer issues.

Client profile

Our client, Klik Solutions, is a Baltimore-based MSSP, providing managed IT, cloud, and cybersecurity services to businesses of all sizes and industries, including legal firms, healthcare companies, manufacturing, and nonprofits. 

The Challenge

The challenges facing Klik Solutions’ help desk were largely due to the lack of visibility and transparency in their IT service management processes. The help desk team relied on both manual and computer-based processes to manage requests and track issue resolution. However, there were no global visualizations for management, making it difficult to identify patterns or trends in the requests they received, how issues were resolved, and the timelines for resolution. Additionally, the lack of standardized processes and procedures resulted in inconsistent service delivery and contributed to a slower resolution time.

The Solution

To address these challenges, Klik Analytics began delving deeply to what data was available, developing data dashboards with gauges and visualization that brought trends and patterns to light.  Klik Solutions’ management worked with the analytics team to identify the key metrics that needed to be tracked, such as ticket volume, response time, and resolution time. The analytics team then created the visualizations, modifying them as needed.

Klik then deployed the tools across the service department to improve their IT service management processes. The dashboards allowed the help desk management to quickly see trends and patterns in the requests received, staff utilization, ticket resolution, and other metrics. For instance, they could quickly identify the most common types of issues, times of day when they received the most requests, and how the team was being utilized over time. This information helped the team prioritize their work and allocate resources more effectively. 

The data analytics team also used predictive analytics to identify potential issues before they occurred. By analyzing historical data, the team was able to identify patterns that indicated when a particular issue was likely to occur. This allowed the help desk team to proactively address issues before they became major problems, thus keeping their client satisfaction ratings high.

Outcomes

The implementation of the data analytics solution had a significant impact on Klik Solutions’ IT service management processes. The help desk team was able to improve their response times and reduce the number of repetitive issues they received. Additionally, the use of standardized processes and procedures resulted in a more consistent service delivery, which led to higher levels of customer satisfaction. 

By leveraging data analytics, Klik Solutions was able to transform its IT service management processes and improve the quality of service provided to its customers. The implementation of a data analytics solution allowed the help desk team to gain better visibility into their processes, identify trends and patterns, and proactively address issues before they become major problems. As a result, the company was able to improve customer satisfaction and continue to provide data-driven solutions to its clients. 

The Results

  • Klik oversaw updated protection and patches for servers and workstations of the company, reducing the current security risks.
  • Klik Continues to analyze the operation of the equipment of this medical center to identify possible problems, and Klik IT support is ready to  solve any problem, any time- as soon as possible.
  • The client has significantly reduced security risks, saved money, and can me sure of the uninterrupted operation of their equipment