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OTPP Overcomes the Challenges of Providing IT Support to Remote Employees

Ontario Teachers’ Pension Plan Overcomes the Challenges of Providing IT Support to Remote Employees

Like most organizations,
Ontario Teachers’ Pension Plan (OTPP) was faced with the challenge of having all
its employees work remotely because of the COVID pandemic. Ontario Teachers’,
Canada’s largest single-professional pension plan, ensures a secure retirement
for 331,000 working and retired Ontario school teachers. OTPP largely
attributes their success as an organization to the quality and talent of its 1,500
employees and understands the importance of giving them the tools and resources
they need to be successful in their individual roles.

OTPP’s 30 internal IT
support agents use ServiceNow ITSM Service Management and ScreenMeet to provide
IT support to employees in Canada, the US, UK, and Asia, in their effort to
provide IT help desk support. The agents have traditionally provided tier 1 and
tier 2 support using email, phone, and chat as a means to resolve incidents.
However, recognizing the need to keep up with an increasing case load with all
employees having to work remotely, it became clear that they needed to improve
their capabilities, including time to case resolution, new case responsiveness
and overall support call quality and effectiveness - all factors in helping to
ensure employees can spend less time on their computer issues and more time helping
OTPP members. In addition, the company was continuing to expand their employee
base, all of whom would be remote. The company wanted to sustain the high level
of employee service and care they had been accustomed to and make the new
employee onboarding process as effective and efficient as it had always been in

Using ScreenMeet as a seamless
in-platform app within ServiceNow ITSM, both the employee and the agent can now
quickly connect via chat, open a video call, screen share, and start a remote access
session to take control of the employee’s computer without requiring the
employee to download additional software. 
As a result, OTPP has been able to reduce employee downtime and increase
their ability to remain focused on their primary job function of helping their
customers with time sensitive transactions such as assisting in investment portfolio

OTPP has realized the
following operational improvements since going live:

  • Increased first call resolution by 10%
  • Decreased case reopen
    rates by 25%
  • Decreased average
    case handle time by 25%
  • New hire setup times decreased by 50%
  • Overall increase in ServiceNow ticket
    utilization and logging

So far, OTPP has seen very positive, measurable financial results
from the implementation of ScreenMeet with ServiceNow ITSM Service Management,
with $275,000 in operational savings per year!

Additional employee IT support services benefits include:

  • Increased efficiency of IT Help Desk
    staff (decrease costs per ticket due to time reductions)
  • Increased employee satisfaction, based
    on internal survey results (contributed to employee
    retention which has an impact on cost savings)
  • Enhanced the first touch on-boarding
    experience for new employees
  • Able to remotely connect to any user
    worldwide – even while travelling
  • Ability to see and support iOS devices
    (new capability for OTPP)
  • Take control of users’ machine with no
    employee interaction needed (i.e., force a reboot)
  • Can assist contractors/consultants
    that utilize non-OTPP devices
  • Dual agent support capability on same
    session (i.e., first call resolution increased)
  • Full admin privileges on device, with
    key shortcuts and no additional tools required
  • Increased
    employee satisfaction is a contributor to

ServiceNow, OTPP, and ScreenMeet held a webinar, featuring Waqas Mahmud, OTPP Senior Manager. Watch this on-demand session to hear how ServiceNow ITSM + ScreenMeet helped OTPP digitally transform their IT Remote Support capabilities and respond to the challenge of maintaining optimal employee support during unprecedented times. 


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