ProLink counts a long list of health and wellness organizations as clients. In fact, hospitals and healthcare is one of our specialties. This case study highlights how our team helped an Irvine, California health clinic reduce their Help Desk ticket resolution times by an impressive 62%.

“My team cannot waste time sitting around waiting for our computers and servers to work the way they are supposed to.  Look, I know that technology sometimes doesn’t work out of the blue.  But we need FAST responses when that happens. ProLink always comes through quickly.”

The Challenge

The health clinic was experiencing significant challenges with their IT Help Desk. Their existing system was slow and inefficient, leading to lengthy ticket resolution times and frustrated employees. The clinic’s IT staff was overburdened with support requests, and they were struggling to keep up with the demand.

The Solution

We proposed a solution that would improve the efficiency and effectiveness of the Help Desk. This solution would leverage the power of automation and machine learning to streamline the support process and reduce resolution times.

Our team worked closely with the health clinic to implement a customized solution that incorporated machine learning and automation tools. We began by analyzing the Help Desk ticket data to identify the most common issues and the areas where the support process could be streamlined.

We then created a system that would automatically classify and route tickets to the appropriate support personnel, based on the nature of the issue. This reduced the time needed for manual triaging and allowed IT staff to focus on more complex support requests.

Our team also implemented a chatbot solution that was trained using the clinic’s existing Help Desk ticket data. This allowed the chatbot to provide instant responses to common support requests, freeing up IT staff to focus on more complex issues.

The Results

Since the implementation of our solution, the health clinic has seen an impressive 62% reduction in their Help Desk ticket resolution times. This has resulted in a more productive workforce, improved employee satisfaction, and a more efficient IT support team.

The automated classification and routing system has helped the IT staff prioritize and respond to support requests more quickly, leading to a reduction in response times and a faster resolution of tickets. The chatbot solution has also helped the clinic to handle a higher volume of support requests, without the need for additional staff.

Conclusion

At ProLink Systems, we are committed to providing our clients with innovative and effective IT solutions that improve their operations and increase productivity. This case study demonstrates our expertise in machine learning and automation and how it can be used to improve the efficiency of Help Desk support. We believe that every business should have access to fast, reliable, and effective IT support, and we stand ready to help them achieve their technology goals.