Mission Critical Service Desk
We began working with WBM in December of 2014 on the business case for an after hours support service delivered by a partner. Prior to working with WBM, the Region leveraged our own staff in an on-call rotation.
The costs were hard to predict and the team dreaded the late night calls if something did go wrong. The end-users were reluctant to use the service as they knew they would be waking someone up at night so often issues that were critical were being left to the morning.
We looked at our current costs for on-call and overtime and challenged WBM to build a business case that would show a cost savings and a service increase. WBM came back with a fixed monthly rate that would save us money and provide a predictable level of support.