Case Study: PDSA – Littlefish Service Desk
Littlefish were originally engaged by Tim Hodge of PDSA to help turnaround the level of IT Support delivered to their 2000 end users. Impressed with the priority Littlefish places on delivering exceptional user experiences and its #PeopleMatter ethos, PDSA coveted the Littlefish Service Desk’s “always available” alignment with its own 24/7 operations in its veterinary hospitals. Another key differentiator was the tailored approach Littlefish offered – providing a solution attuned to the specific needs of PDSA’s people, rather than simply offering an off-the-shelf option.
IT users now have a “significantly improved service” as they benefit from round-the-clock availability, rapid incident resolution with a focus of exceeding the FCR target of 70%+ and industry leading average response time of 10 seconds across it’s situation-appropriate communication channels. A personalised user experience delivered through Littlefish’ 2nd line capable PDSA Pod is the focal point of the service delivered to PDSA. Engagement with Littlefish has also provided PDSA with significant cost efficiencies compared to that of their previous internal Service Desk.