Client Objective
Taking off in a new direction.
A national leader in pediatric healthcare had two desktop support teams with different processes. They dreamed of a vendor who could take over their support services and reduce costs while improving customer satisfaction. One who could provide a seamless customer experience and help consistent asset management practices get off the ground and then be used for other outsourcing efforts.
Unique Challenge
Orbiting rocky procedures.
With a large desktop deployment project looming, the client needed the integrated desktop support processes defined and implemented quickly. Their existing resources were already overburdened with so many different customers with unique concerns. Their teams’ procedures were uncoordinated, varied, and not cleared for take-off.
Unify Solution
Gaining momentum through coordination.
Unify was enlisted to accelerate the process development coordination for the five internal stakeholder teams and the vendor. They built consensus amongst project leadership about scope and strategy. The Unifiers rapidly assimilated existing process information, identified current inconsistencies, and clarified requirements. They extrapolated process flows and use cases that addressed current gaps and integration challenges. Unify then drove targeted working sessions with key subject matter experts (SMEs) to refine specific areas, while ensuring cohesion. Unify brought the process framework into focus in under two months. They also recommended areas for future outsourcing consideration to further leverage the vendor engagement velocity.
Proven Impact
Ready for the great beyond.
Thanks to Unify, the client has a consistent approach to launching desktop deployment and related asset management activities. They now have a seamless customer experience for desktop installations as well as accurate tracking of inventory and asset chain-of-custody. The process framework can be applied to future projects and vendors anywhere in the galaxy.
