Page 13 - Annual Report
P. 13

THE ART END-TO-END IT SERVICES                                                                                                                            12

Expanding To Serve The Growing Service Desk Market

To respond to the growing Service Desk market, Anthelio expanded its National Service Desk operations in FY15 by adding a
third Level 2 Service Desk. The state-of-the art facility, located in Anthelio’s headquarters office in Dallas, provides 24/7 clinician,
financial and customized physician application support. The operation is the company’s third Service Desk, with others based in
Flint, MI, and offshore in Hyderabad, India.

A Leader In Innovative Service Desk Solutions

Anthelio is at the forefront of providing efficient, cost-effective Service Desk solutions and was the first in the industry to launch a
physician staffed clinical help desk in 2011 in response to the growing need to support the effective use of EHRs among clinical

staff. Anthelio has a history of performance excellence in the Service Desk arena, and in FY15 supported over 100,000 users
while servicing over 75,500 end-user devices in 3,500 locations.

A recent survey found that 75% of healthcare support centers reported an increase in ticket volume over the prior year.*
Healthcare organizations are using more complex technologies than ever before to improve efficiencies, lower costs and support
quality care, however these complicated applications and technologies put increased pressure on the organization’s already
overworked Service Desk. Given the complexities and costs involved in running an effective Service Desk, many hospitals are
choosing to outsource this critical function.

      Average                                  Average
                                                 Speed
      Calls Handled                            to Answer

Over  55,000   Per                      30Under  Seconds
               Month

                            First Call                             Call
                           Resolution                      Abandonment

                     80%Greater Than                               Rate

                                                          6%Fewer Than

*2013 HDI Practices & Salary Report Support Center, page 28. http://www.thinkhdi.com/~/media/HDICorp/Files/Industry-Reports/promotion/scpsr-2013-web.pdf
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