A LEADING INTERNATIONAL SUPPLIER OF CHILDREN’S EDUCATIONAL SERVICES FOR OVER 140 U.S. SCHOOL DISTRICTS REQUIRED AN OVERHAUL OF THEIR CURRENT APPLICATION’S HELP DESK FEATURES. USING A FLEXIBLE ENGAGEMENT MODEL AND EFFECTIVE RESOURCE ALLOCATION, INTERTEC MANAGED TO SOLVE THE EXISTING ISSUES AND PROVIDE ACTIVE SUPPORT.
The Client's Challenge
Our client, a leading international supplier of specialty educational services, products, and solutions, provides an application management system used to track children with special needs for 140 U.S. school districts. This application spans the entire instructional process, including curriculum, assessment, special education case management, and other specialty areas.
Since the division managing this product has more than 6,000 employees located in 280 offices, they faced a challenge with their existing help desk support team due to resource and budget limitations.
Intertec was tasked with growing the division’s help desk support and report configuration capabilities by adding a flexible workforce that would be part of the organization’s existing team, while handling end-user support requests.
As a first step, we organized a cross-functional team of end-user support and HTML coding agents based in Intertec’s nearshore technology center in San Jose, Costa Rica. To make the transition as smooth as possible, we later deployed a sub-team to one of the organization’s U.S. locations to learn the current system functionality and end-user support service model.
Finally, the sub-team began supporting real-time end-user requests, allowing for a seamless transition to the remaining team members located at the nearshore technology center.
- Thanks to Intertec’s nearshore technology center team resources, the organization’s end-user support operation is now more effective and efficient, allowing the company to better manage ever-changing business demands. Also, as a result of Intertec’s infrastructure support solution, the organization’s support operations have been significantly enhanced, allowing it to focus on other strategic business needs
- Intertec’s team of nearshore Level II Help Desk Agents became a permanent extension of the organization’s end-user support staff offering quality support services, including: 8 x 5 email support coverage, functional application support, and HTML report configuration.