Case Study Archives - Buchanan Technologies Mon, 26 Aug 2024 13:36:22 +0000 en-US hourly 1 https://wordpress.org/?v=6.7.1 https://www.buchanan.com/wp-content/uploads/small_logo-150x150-1.png Case Study Archives - Buchanan Technologies 32 32 Saving and Boost Performance With Holistic System Review Developed by Buchanan https://www.buchanan.com/unlock-savings-boost-performance-with-buchanans-holistic-system-review/ Tue, 29 Aug 2023 12:59:13 +0000 https://www.buchanan.com/?p=35001 In today’s technological landscape, businesses navigate complex ecosystems that can be challenging to manage. With many components such as applications, middleware, databases, hardware, and network configurations to oversee, it’s easy to overlook potential opportunities for cost savings or performance improvements. That’s precisely where Buchanan’s Holistic System Review (HSR) can prove invaluable. What is a Holistic […]

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In today’s technological landscape, businesses navigate complex ecosystems that can be challenging to manage. With many components such as applications, middleware, databases, hardware, and network configurations to oversee, it’s easy to overlook potential opportunities for cost savings or performance improvements. That’s precisely where Buchanan’s Holistic System Review (HSR) can prove invaluable. 
 

What is a Holistic System Review (HSR)?  

HSR is an exhaustive audit of your business’s entire technological environment. Most traditional approaches focus on examining individual components, but HSR takes a holistic approach by assessing everything, including applications, middleware, databases, hardware, operating systems, and network configurations. Using specialized software tools and a comprehensive methodology, HSR provides a thorough analysis and generates a detailed report that can significantly enhance your system’s performance. 

 

Instances where an HSR is vital 

In various instances, HSR can be a critical factor for the success of your business. If you’re experiencing technical difficulties or slow system performance, HSR can identify the root cause and provide targeted solutions. Additionally, HSR can ensure that your technology is scalable and ready for future growth as your business expands. If you’re considering migrating to the Cloud, the assessments and recommendations generated through an HSR can significantly improve the accuracy and confidence of your planning process. Before investing in new hardware, HSR can scrutinize and optimize your current setup, potentially reducing the need for additional expenses. 

Moreover, if you’re planning a merger or acquisition, HSR can offer invaluable insights and recommendations to ensure your system can handle the upcoming growth and integration challenges. 

 

The Benefits of Undergoing an HSR 

Performing a Holistic System Review (HSR) can offer many benefits beyond just addressing current issues. These advantages can lead to both immediate gains and enduring success for your organization: 

  • Improved Stability: By identifying and rectifying areas causing instability. 
  • Problem Avoidance: Proactive identification eliminates potential issues. 
  • Faster Problem Resolution: The report serves as a basis for ongoing monitoring and quick problem-solving. 
  • Best Practices Roadmap: Develop a guideline for future best practices in system management. 
  • Cost Savings: Reduction in maintenance costs, problem resolution time, and hardware requirements. 
  • Increased Throughput: Improved performance means better business outcomes. 
  • Customer Satisfaction: A stable, fast system keeps internal and external customers happy. 

 

What distinguishes Buchanan’s HSR from others? 

Our business process optimization sets us apart from competitors. We use a total systems methodology approach to analyze and optimize the entire system. This reduces project delivery time and time to resolution. Unlike others who use a “comfort zone” approach, our consultants provide the best possible service with expertise. 

 

 With a 97.6% customer satisfaction rate, we focus on providing an exceptional customer experience. We offer customized IT solutions with flexible pricing options to fit any budget. Our approach continually improves customer efficiency through cutting-edge automation, self-service options, and business intelligence. With 35 years of experience in the IT sector, we have established reliable methodologies that have earned the trust of over 350,000 end users from diverse industries.  

 

A Holistic System Review (HSR) is more than just a health check for your business. It’s a crucial strategy for optimizing your business. It’s about reducing costs and ensuring your system is agile, robust, and prepared for future challenges. When done right, it provides you with the insight and action points you need to grow efficiently and deliver better customer service. Consider Buchanan Technologies for your Holistic System Review (HSR) to enjoy various benefits for your business. We guarantee your satisfaction. 

 

Book a Holistic Review for Your Business

Contact Us Now

 

Author: Hugo Reinoso, Business Development Executive, Buchanan Technologies

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Case Study: Humber College Education Support https://www.buchanan.com/humber-education-support-casestudy/ Tue, 24 Nov 2020 17:25:21 +0000 https://buchanan.jf-staging.com/humber-education-support-casestudy/ Buchanan’s IT Service Desk Saves $500K and Improves Service Levels for Humber College The Challenge Humber College was looking for a solution for its Service Desk that supports almost 30,000 full-time students and approximately 5,000 staff and faculty. Humber wanted a solution with more staffing capabilities, a better system for servicing clients faster, and a […]

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Buchanan’s IT Service Desk Saves $500K and Improves Service Levels for Humber College

The Challenge

Humber College was looking for a solution for its Service Desk that supports almost 30,000 full-time students and approximately 5,000 staff and faculty. Humber wanted a solution with more staffing capabilities, a better system for servicing clients faster, and a way to improve abandon rates, which were running high at 40%.

Other needs included improvement of proper service coverage on evenings and weekends, improved metrics for leadership decision making, more automation and reuse of knowledge, and lower levels of burnout and employee engagement.

Ticket growth was up as much as 105% over last year and Humber was searching for an effective way to keep the quality of service at a high standard while simplifying processes, controlling costs, reducing call wait time and driving a higher first call resolution rate to the end users.

Buchanan’s Solution

Buchanan had recently become a preferred vendor with OECM (Ontario Education Collaborative Marketplace), and with that status launched a solution that would provide what Humber needed.

Buchanan’s OECM solution offered an economies of scale solution consisting of a 24/7 x 365 support desk with a tiered pricing model. Not only would Buchanan’s team take on the call volume, but it would offer a lower per ticket cost as additional colleges and universities signed up.

The 365-day, round-the-clock support would provide the coverage needed. The tiered pricing would provide cost control savings.

Buchanan allowed Humber the choice to use its existing ticketing tool or utilize Buchanan’s BMC Remedy 9.1 ticketing tool, which had been recognized in the Gartner top quadrant, with no capital outlay.

The Success

Humber leadership is seeing the rewards in multiple avenues. Financially, Humber is experiencing a 6% decrease in per ticket cost using 1st tier pricing. At the second and third tier, the savings will be 17% and 25% respectively.

Efficiency and employee satisfaction has improved in the first two months. Buchanan’s Service Desk has answered 59% more calls, decreased the average speed to answer time by 85%, and decreased the maximum wait time for Humber faculty, staff and students by 77%.

The call abandonment rate has decreased from 40% to 5%. Cost controls are benefiting due to the elimination, or reallocation of funds for tools, salaries and system replacements. By leveraging Buchanan’s investment in the BMC Remedy 9.1 system, employee cost, tool recovery and management tool implementation costs is an estimated savings of $500K annually.

The addition of the Remedy 9.1 system has added e-mail and chat functionality, allowed the build of a knowledge base for future added efficiencies and provided the reporting leadership needs for proactive decision making. The HDI Team of certified agents and ITIL standards that Buchanan offers provides a consistent level and overall better experience to Humber’s end users.

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