OTPP Improves Member Service & First Call Resolution with ScreenMeet

OTPP Digitally Transformed Their IT Help Desk with ServiceNow ITSM and ScreenMeet

With support agents now working out of their home, Ontario Teachers' Pension Plan (OTPP) required a product that would make it easy for agents to remotely connect to user devices, help resolve issues, and then reboot the device and remain connected, seamlessly.

They were amazed to end up with results as impressive as:

• Increasing first contact resolution by 10%
• Decreasing case reopen rates by 25%
• Decreasing average case handling time by 25%
• Decreasing new hire setup time by 50%

“(With ScreenMeet) we now have the ability to connect to anybody as if
we were there face-to-face to help support them. We’re able to help support
machines outside of our domain altogether and get people up and running
in a shorter period of time.

Without ScreenMeet, I don’t know how simple this would have been for us.”

- Waqas Mahmud, Senior Manager, Teachers’ Support & Services at OTPP
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