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Help Desk Assessment Project
for Haemonetics
Haemonetics is
the world’s leading supplier
of automated blood processing
systems. Publicly traded on
the
New York Stock Exchange, its
North American corporate
headquarters is located in
Braintree, Massachusetts.
Haemonetics requested that SMA assess its help desk operation
to determine whether current
IT support technology and
practices were meeting the
needs of the company.
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"Thank you very much! Our workings with SMA
on the Assessment were
FANTASTIC. I am
confident we will work together again.“
-- Lisa Hart,
Manager of Desktop Support, Haemonetics
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Project
Scope
The scope of this project
included interviewing key
members of Haemonetics’
management, support staff, and
end-users in order to
understand responsibilities,
workflow, business processes,
training, staffing, and key
issues affecting the delivery
of IT support. SMA also
reviewed documentation,
reports, surveys and the
company’s use of its current
support tools. Best practices
of effective service
management were analyzed.
Project
Objective
A key objective of this
project was to provide
specific recommendations based
on the interviews and
observations of their help
desk operation. Where
appropriate, SMA researched
and provided feedback
regarding industry statistics
in order to clarify and/or
support findings. Each section
of the final report concluded
with a discussion of potential
benefits that may be derived
from the implementation of the
recommendations. In addition,
core fundamentals of effective
service management already in
place at Haemonetics were
recognized.
Results and Accomplishments
The Haemonetics Help Desk
Assessment resulted in
specific recommendations that
improved workflow, better
leveraged resources and
enhanced the customer
experience. The "action plan"
included suggestions that were
implemented immediately as
well as longer term strategies
for optimizing the support
process.
Please
email or call SMA at
914.686.0300
to find out more about how
our structured methodology
may be of use in your
organization.
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