Case Studies

The case studies below illustrate the many uses, applications, and benefits of HDI’s various offerings. From the value of HDI Forum participation to the importance of HDI certification, learn how HDI can give you and your organization the crucial resources to stay ahead of the curve.

Would you like to see your company featured in this list? Submit your story here.


Company Spotlight: Featured Case Study


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Canon Solutions Support Center

While the Solutions Support Center was by no means a weak link within the organization, they always knew they could be even better. They wanted to go from good to great...
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Whataburger

Whataburger won the HDI Team Excellence Award much due to their commitment to high quality standards not only in their product quality and service standards, but also by following HDI Best Practices for running their Support Center.
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Ideal Integrations

Ideal Integrations didn’t have a service desk prior to 2008. So they rolled up their sleeves and built one from the ground up—with the help of consistent and effective training from HDI. Today, Ideal Integrations’ support team consists of twenty-six professionals on three teams that handle more than 1,000 client-generated tickets per month.
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Allstate

Learn how the Allstate Technology Support Center's (ATSC) knowledge-sharing process was transformed. Through the principles of KCS, the ATSC changed their support processes and improved the quality and efficiency of their services.
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University Hospitals of Cleveland

Read this case study to find out how a twenty-six employee support team at University Hospitals of Cleveland remains happy and motivated while providing 24 x 7 x 365 support to more than 16,000 internal customers in a high-stress environment.
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University of Pittsburgh

A five-member team is responsible for supporting 750 customers across the University of Pittsburgh's campus. In this case study, you'll find out how HDI certification and training set a standard consistent performance in their handling 6,000 tickets per year in addition to standard support requests.
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Norton Healthcare

Norton Healthcare had a call center that was outsourced and unenthusiastic. In this case study, you'll discover how they transformed that call center into an in-house operation with driven and passionate HDI-certified agents and consistent, effective systems and procedures.
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Pomeroy

Emphasizing the need for consistency with the organization, Pomeroy requires all employees to be HDI-certified. Read this case study to find out how this has helped them standardize the quality of service they provide accross all accounts.
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Infinite Campus

By enlisting the HDI Customer Satisfaction Index service and requiring its support staff to earn HDI certification, the Campus Support team at Infinite Campus now exceeds its goals with a customer satisfaction rating of more than ninety-five percent.
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C3i

Once an exclusively US-based company, C3i has grown into a global organization with multiple call centers. By becoming an HDI Corporate Training Partner and using a wide variety of training methods for HDI certification, C3i was able to expand the adoption of best practices and customer care across the entire organization.
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Coconino County ITSP

With increasing demands for support that include more than 1,000 local government users, Coconino County ITSP needed to up its game. After requiring its technical specialists to earn HDI Support Center Analyst certification, they’ve gone from the “helpless desk” to a unified and competent team that exceeds customer expectations.
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Weill Cornell Medical ITS

Suffering from a lack of motivation and frequent misunderstanding of customer needs, the Cornell Medical ITS made HDI certification a requirement for its staff. In one month, they saw employee satisfaction increase by more than fifty percent—and today are the proud recipient of the HDI Team Certified Award.
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Fairfax County Public Schools

Find out how Fairfax County Public Schools leveraged HDI certification to add consistency to its services and adopt best practices that have led to steadily-increasing customer satisfaction.
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UC Davis

One of the most important things UC Davis has learned so far is that ITSM isn’t just about the process and the tools; it’s also about engaging and delighting customers.
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Emory Healthcare

Emory Healthcare knew their service improvement strategy would need to provide processes and structure that would engage IT early in the project and provide direction from a desktop perspective.
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UPMC

The improvement strategy for UPMC was simple: provide users with what they want, when they need it, while implementing efficient processes that produce consistent, repeatable outputs.
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Spectrum Health

Their VP was ready to shut down their service catalog project, so they asked him what he wanted. “A request system like Amazon,” he said.
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Farm Credit Mid-America

Farm Credit Mid-America built their service improvement strategy from the ground up, starting with the creation of a mission statement and the building of a cross-functional team charged with drafting business requirements.
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TECO Energy

To implement KCS, TECO had to modify their incident management and their request fulfillment processes to include: search early and search often; use it, flag It, fix it, add it (UFFA); and knowledge through reuse.
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Apollo Education Group

KCS was chosen as it allows for real-time knowledge management and provides a continuous feedback loop, features that are essential for successfully maintaining the information used in an IT environment.
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Fiserv, Inc.

In early 2012, Fiserv began to integrate KCS best practices by tasking subject matter experts with reviewing and approving content updates.
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Paychex

Paychex trained the entire support organization and added new process roles, including KM process owners, knowledge managers, and KCS coaches.
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