A large insurance regulator was experiencing multiple challenges within the Service Desk Area. First, fully training new resources required a significant time and resource investment, which compounded the on-boarding process. Second, a new Help Desk service offering (Life Insurance Policy Locator Service) caused a significant increase in calls/requests for service. Third, the company was operating significantly below set staffing levels.
Core Catalysts performed a variety of tasks to provide the required services to the company.
The interview process uncovered multiple wants and needs from both the internal Service Desk resources and Service Desk customers. Core Catalysts guided the company in providing more Self-Help services, allowing customers to address some of their easier issues, such as password resets, more quickly. In addition, Core Catalysts negotiated with Level 2 support to find ways to automatically address the more complicated issues that are initially routed through the Service Desk. As a whole, the company was able to adjust the initial incoming priority for specific issue types based on the input of internal customers from other departments.
The data analysis allowed Core Catalysts to target very specific service requests so that they could be addressed based on specific data points. Password resets and change requests were far and way the largest source of support tickets. This was one of the first targets to be justified for automation, which cut down on the Service Desk workload significantly. In addition, the service requests that require Level 2 support were identified and processes were put in place to automatically route these requests straight to the proper support, rather than being filtered through the front desk first. This was done in tandem with the identification and categorization of Low, Medium, and High priority service categories. These efforts helped Core Catalysts develop routing within Jira to the appropriate skill-leveled Service Desk Analyst.
The technology analysis allowed Core Catalysts to help the company determine how their system could be developed or changed to optimize work efficiency. This was coupled with the resource analysis to define the roles and responsibilities of each position more clearly within the department. This was both critically important and used in conjunction with the data analysis to help the company map service requests to the appropriate Service Desk Analyst.