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Beadwork Dk Blue

COVID-19 UPDATE

We continue to monitor the developments of the coronavirus (COVID-19) and are taking measures to ensure our service to you remains at the highest level of quality. While our business operations have not been impacted, we have made the decision to limit employee travel and in-person meetings. We apologize to those with whom we’ve had to cancel in-person meetings with but are confident in our ability to continue to deliver exceptional service via conference calls. Additionally, many of our team members will be working remotely to reduce the risk of spreading the virus in the community. We do not anticipate any service interruptions and will continue to provide you with the support you have come to expect and appreciate. Thank you for your patience.

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CAYUSE FAMILY OF COMPANIES

A Confederated Tribes of the Umatilla Indian Reservation (CTUIR) owned company.

HELP DESK REVAMP: ENHANCING EFFICIENCY, BOOSTING SATISFACTION

HELP DESK REVAMP: ENHANCING EFFICIENCY, BOOSTING SATISFACTION

THE CHALLENGE  

The client, one of the largest utility providers in the U.S., was facing significant challenges with the Tier 1 help desk used by their employees. The dissatisfaction included high abandoned call rates, low first-call resolution, and declining customer satisfaction. These issues were impacting overall service efficiency and user experience, highlighting the need for a more effective support solution. Cayuse stepped in to transform their help desk operations, implementing strategic improvements to enhance responsiveness, resolution rates, and customer satisfaction. 

THE SOLUTION  

Cayuse brought a structured and proven approach to this service desk contract, leveraging our extensive experience to enhance operational efficiency from day one. We integrated best practices gained from previous engagements, implementing them immediately to elevate service quality. These included: 

  • A well-established training program for seamless onboarding and skill development 
  • Dedicated, integrated teams working cohesively to support client objectives and end-user needs 
  • A robust Quality Assurance (QA) program tailored to align with the client's specific needs and expectations 
  • A systematic approach allowing for implementation of effective solutions while continuously refining and enhancing the service experience 

Cayuse is now delivering comprehensive end-user support for the client, operating as their Tier 1 helpdesk. Our team assists employees with a wide range of IT needs, from password resets to troubleshooting application and hardware issues. Utilizing a Citrix desktop environment, we securely access systems without requiring company-issued equipment.  

The Cayuse team coordinates hardware pickups through the onsite office, streamlining repairs and replacements. We manage critical account functions, including account creation, permissions management, updates, password resets, and policy enforcement. Our help desk services are available 24/7/365, providing uninterrupted support—even on holidays. 

As part of our commitment to continuous improvement, Cayuse also implemented our signature QA program to monitor and enhance agent performance. This program includes monthly evaluations of ticket resolution and phone interactions, ensuring adherence to quality standards and client expectations. Additionally, we incorporate client-specific priorities, such as promoting customer surveys and optimizing the use of a virtual agent on their website. To further strengthen our team’s expertise, we conduct monthly remedial training programs, focusing on key topics to reinforce knowledge and keep agents up to date with best practices. 

THE OUTCOME  

Cayuse continues to deliver exceptional results in enhancing the client’s Tier 1 help desk performance. We consistently surpass service metrics, exceeding key contractual benchmarks and improving the end-user experience. We have maintained an abandoned call rate well below the 10% threshold while achieving an ambitious first-call resolution rate of 95%. Over 90% of calls are successfully handled on the first attempt, promoting efficiency and user satisfaction. Our team maintains an average speed to answer of 30 seconds or less, providing prompt assistance to end users.  

Our customer satisfaction (CSAT) scores have reached 4.3 out of 5, reflecting the positive impact of our service on end users. Additionally, our service desk supervisors respond to management inquiries within one hour, reinforcing our commitment to responsiveness and operational excellence. 

Cayuse has taken full ownership of the client’s Knowledge Base, streamlining and standardizing its content for improved accessibility and usability. We have converted existing files into a Cayuse format and currently house them on our shared platform. To further improve efficiency and the user experience, we are transitioning the Knowledge Base to a newer platform. This will enable employees to quickly locate relevant information through keyword searches for faster resolution times and improved support quality. 

This successful partnership has paved the way for further IT enhancements, and Cayuse is proud to support our client’s ongoing growth and accomplishments. 

 

We stand ready to function as your dedicated IT department. See the potential for your business to benefit? Let's talk!