The support team at University Hospitals of Cleveland has found a way!
When is a simple password reset request not so simple? When it comes from a surgeon who needs to access critical systems to provide care to her patient, even the most routine support request can be anything but. In an environment like this, every support team member, from the front lines to management, has to understand the motivation behind each call and keep a level head so they can prioritize incidents and provide effective support.
So, what has the University Hospitals of Cleveland team done that you could apply to your support organization?
Do you have a success story? Please, share with us—you could be HDI’s next featured case study!