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 a need for more 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, the management needed the visualizations to effectively identify patterns or trends in the requests they received, the ways issues were resolved, and the timelines for resolution. Additionally, they wanted to standardize the processes and procedures to bring about a more consistent service delivery system and to improve time to resolution.

The Solution

To address these challenges, Klik Analytics and Klik Solutions’ leadership began collaborating to:

  • identify the key metrics that needed to be tracked, such as ticket volume, response time, and resolution time.
  • develop a series of data dashboards with gauges and visualizations that bring trends and patterns to light.
  • deploy the new tools with managers and key staff across the service department to improve processes and operations.
  • hold ongoing discussions around patterns and trends in the requests received, staff utilization, ticket resolution, and other metrics, to continue to make improvements.
  • use historical data to predict when problems might be more likely.

These changes allowed the help desk team proactively address issues before they became major problems, thus keeping their client’s satisfaction ratings high.

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