Case Study: Westminster Public Schools

Managed Information Technology Services

Westminster Public Schools

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Location: Westminster, CO
Classification: School District
Revenue: (Private)
Website: http://www.westminsterpublicschools.org

About The Client

The District 50 vision Ensures students’ skills and knowledge meet or exceed the requirements of a successful 21st Century citizen. Honors and embraces the diversity of its school community. Nurtures the love of learning and inquiry with every District 50 student. Serves as a lighthouse district in the state of Colorado for students’ academic achievement and life-long success.

Challenge

  • Unreliable and underperforming Help Desk and End User Support; high volume user issues.
  • High Operating Costs and Staff vulnerabilities (high turnover).

Solution

  • Utilization of 24x7x365 Service Desk to monitor and track all user issues, from inception to resolution, thereby reducing call volume by 70% and achieved first call resolution of 80%.
  • Leveraging of existing resource infrastructure through SYMMETRIX shared Service Desk and subject-matter-expertise reduced operating costs by over 20% and provided seamless support to users.
  • Staff vulnerabilities are minimized due to local team of resources and reach back capability of SYMMETRIX.

Services

  • Symmetrix Solutions implemented a 24x7 service desk to monitor, track and support 10,000 users, from inception to resolution, thereby reducing call volume by 50%, and achieved first call resolution of 80%, even though ticket volume increased based on reestablishing creditability with the end users.
  • Implemented Best Practices for service desk.

Benefit

  • Increase creditability with end user community, resulting in a higher level of confidence with the IT department.
  • Increased 1st call response and resolution by 30%.
  • Predictable cost model
  • Scalability both up and down leveraging shared services model.

About us

SYMMETRIX SOLUTIONS helps companies achieve strategic business goals and objectives by aligning IT initiatives to produce real and measureable business value. Our approach to technology management provides real-time visibility into your key technology and business metrics that impact your ability to make timely business decisions.

Contact

Symmetrix Solutions LLC
6455 S. Yosemite
Suite #520
Englewood, CO 80112

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