For larger managed service providers, following a process is core to its business model. For CT, tailoring to the customer’s specific needs is key. Since being selected by Health Purchasing Victoria (HPV) as a customer in 2015, the shared goals is one of ongoing communication and support.
Who is Health Purchasing Victoria?
Health Purchasing Victoria (HPV), was established in 2001 to improve the collective purchasing power of Victoria’s public hospitals. Working closely with the Department of Health and Human Services, HPV achieves best value outcomes for Victoria’s health sector. Areas of work include understanding the requirements of public hospitals and health services, facilitating large-scale tenders and managing common-use contracts on behalf of the state.
Having outgrown an insourcing IT service approach, HPV turned to CT to provide web hosting and a complete managed services model. HPV engaged various levels of CT support that included a Helpdesk, Account Manager and weekly Field Support Officer visits. An embedded CT resource was also placed at HPV to ensure simple tech issues can be quickly resolved without interrupting workflow.
The CT Approach:
As communication is key with HPV, a successful support system from CT has been critical. CT’s Helpdesk has proved a key feature to the successful relationship experienced, with a first-call resolution process that any HPV employee can call and be greeted by a Level 2 Service Desk Analyst, who in most cases can solve an issue on the spot rather than extending wait times.
Download the complete HPV Case Study.