CH2M Hill Increases Support Quality, Reduces Expenses by Using Global Help-Desk Solution

“The new help-desk solution based on Microsoft Dynamics CRM will let us resolve 75 percent of all support inquiries in self-service style and the remainder over the phone, which is the exact opposite of what service management used to look like.” ~ Diane Sharrock, IT Director, CH2M Hill

imageCH2M Hill, a global provider of infrastructures, facilities, and related services, provided employees with technical support by using a help-desk tool that had become unstable and would soon lose vendor support. After reviewing competing solutions, the company decided to implement Microsoft Dynamics CRM together with help-desk capabilities developed by Microsoft partner and Microsoft Services.

Today, 23,000 employees around the globe can rely on a help-desk resource with extensive self-service capabilities and a vast, discoverable knowledge base. CH2M Hill can now resolve the majority of support requests through self-service tools instead of over the phone. Intelligent routing directs requests to the right member of the global help-desk team. With new efficiencies, the number of support analysts has remained the same although CH2M Hill has brought on thousands of new employees.

Read the case study

Comments (0)

Skip to main content