CH2M Hill Increases Support Quality, Reduces Expenses by Using Global Help-Desk Solution

CH2M Hill, a global provider of infrastructures, facilities, and related services, provided employees with technical support by using a help-desk tool that had become unstable and would soon lose vendor support. After reviewing competing solutions, the company decided to implement Microsoft Dynamics CRM together with help-desk capabilities developed by Microsoft partner xRM.com and Microsoft Services. Today, 23,000 employees around the globe can rely on a help-desk resource with extensive self-service capabilities and a vast, discoverable knowledge base. CH2M Hill can now resolve the majority of support requests through self-service tools instead of over the phone. Intelligent routing directs requests to the right member of the global help-desk team. With new efficiencies, the number of support analysts has remained the same although CH2M Hill has brought on thousands of new employees. Read more

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