Brennan says that after a period of sustained business growth began to place increasing pressure on their in-house IT support and Helpdesk teams, and with the need to move to a 24/7 support model, HammondCare went to market with the objective of selecting a “flexible and agile Managed Service partner with strong capability and a proven track record in IT support”.
Brennan engaged HammondCare in a series of workshops to understand the current challenges being faced, creating a tailored support model that was aligned to the needs of the business and its staff - and also placed two of their own Service Desk agents into HammondCare’s Helpdesk team, alleviating immediate pressure.
Brennan says it is underpinning the support service with its portal, developed on the ServiceNow platform, which provides self-service capabilities for internal IT staff and users, and real-time performance visibility and control of its IT support environment.
Brennan have also added a business intelligence layer which provides advanced reporting, analytics, and insights into support ticket data, to assist with decision-making and resourcing.
According to Brennan, despite having to deliver and implement this new solution almost 100% remotely due to the Covid-19 pandemic, the entire project ran seamlessly, “resulting in on budget and ahead-of-schedule transition for HammondCare with no disruptions to their people or day-to-day business”.
“Although the transition happened in the background, the results were almost immediate, with anecdotal comments coming in from all parts of the business, remarking on how fast and helpful the help desk had become, literally overnight” says Jose A. Perez, Chief Information Officer at HammondCare.
Nick Sone, Sales and Marketing Director at Brennan IT, says the success of the HammondCare relationship is underpinned by Brennan IT’s “expertise in Managed Services and the ability to deliver exceptional customer experience between the two organisations”.
“Some businesses can struggle to define their core mission, but HammondCare are very clear about their role in the Aged Care industry, their commitment to innovation and the role they want technology to play in that process. It made it very easy for us to partner with them, align to their innovation agenda and become a part of their high-performance team.
“We’re very proud of how quickly we were able to lift the service levels right across the organisation and give HammondCare the platform to continue to pursue innovation. We’re very much looking forward to working with them on their technology journey,” Sone said.