Skinny IT Provides Top Notch Help Desk Support to Telehealth Startup

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Launched in March 2014, thera-LINK, is a HIPPA-compliant, secure video platform, which allows mental health professionals and their clients to conduct therapy sessions remotely. The company understands in-person sessions are not always possible due to health issues, distance, and time constraints, and strives to ensure those challenges never stop someone from receiving the therapeutic help they need. As thera-LINK expanded rapidly over the past several years, it became increasingly apparent that a 24/7 support center was critical to ensure providers and their customers could ask technical questions that would enable them to operate the platform correctly.

While looking to outsource this advanced help desk support to a third-party vendor, the company quickly realized it needed a true partner who would act as an extension of the thera-LINK team, and genuinely care about offering the best support possible every time. In October 2017, it turned to Skinny IT to fill that missing piece.

Skinny IT’s assigned bilingual agents were up to speed on the thera-LINK platform in two weeks. They were performing test calls seamlessly and began interacting with customers without any complaints. The Skinny IT agents are able to connect to customers’ computers to properly configure video and audio settings as well as provide basic training on how to use the platform. Additionally, the agents went a step above typical outsourced support to help educate the customers on navigating the resource center to get answers to future questions, directing them to demos, one-on-one trainings and other educational material to minimize callbacks.

“Third-party help desks should strive to alleviate the need for internal staff to continue answering technical questions, allowing them to focus instead on growing the business or developing the next iteration of the software,” said Sam Darwish, CEO of Skinny IT. “Therefore, the support team must know the technology and systems just as well, if not better, than the internal teams. At Skinny IT, this is exactly what we train our agents to do. It’s an expectation that the agents really understand and familiarize themselves with our clients’ materials, platforms and operating systems so we can provide flawless customer support during every interaction.”

Skinny IT agents also track frequently asked questions that are not yet addressed in thera-LINK’s resource center, which helps the company identify useful material that could be added to the database and eliminate reoccurring, commonly asked questions. In the past six months since the partnership began, thera-LINK’s business has grown by approximately 40%, but the ticket count has remained low comparably, despite the larger user base. Additionally, Skinny IT has helped thera-LINK reduce ticket cost by approximately 40%, as well.

“The reason we believe our ticket system has remained relatively low compared to the increase we’ve seen in our business is because customers are actually receiving adequate help the first time they call and they are receiving the training needed by the agents,” said Heather Potter, chief operating officer at thera-LINK. “We cannot stress enough how integrated Skinny IT agents are into our business. We no longer worry if support teams will provide inaccurate information or not be able to find the answers on their own. Now, we know customers are in the best hands with the agents and turn people to the help desk instead of shying away from saying we offer one.”

To learn more about Skinny IT’s help desk capabilities, visit https://skinnyit.com/solutions/help-desk-maintenance-contracts/.

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The Dr Pepper Ballpark is widely considered to be the crown jewel of venues for minor league baseball in the U.S. The ballpark is located in Frisco, Texas, and is the double A affiliate of the Texas Rangers major league baseball club. Most importantly, the Frisco RoughRiders play to win in the stadium every season.

The ballpark hosts an estimated 70 baseball games a year, each with more than 10,000 fans in attendance, and serves as the host for multiple corporate events. While it is exceptionally equipped to provide fans with endless entertainment on and off the field, its digital options for fans was lacking.

“One of the most common questions we received from fans was ‘how do we log into your Wi-Fi?’ At the time, we were almost embarrassed to reply with the fact that we didn’t have free Wi-Fi available,” said Matt Ratliff, Vice President of Marketing for the Frisco RoughRiders. “In 2017, fans are expecting Wi-Fi when they walk into a stadium like ours and we realized we had to get a solution.”

Looking to find a local partner, the Frisco RoughRiders entered a 5-year partnership with Skinny IT, a Frisco-based information technology (IT) service provider. The RoughRiders wanted a partner capable of deploying high-speed Wi-Fi throughout Dr Pepper Ballpark to open seating and suites, upgrading network security, and enhancing Point of Sale (PoS) and user experience.

The Wi-Fi needed to be scalable to handle tens of thousands of fans for hours at a time during each game while not compromising speed and network reliability. In addition to the IT quality, the teams had three short weeks to plan and implement hardware and software before the 2017 Opening Day.

To begin, the Skinny IT team implemented a switched, redundant fiber-optic network that provided a 40 gigabits-per-second backbone encircling the entire stadium. Next, to allow fans to have Wi-Fi access regardless of where they sat in the ballpark, conduits had to run through seat areas and already established access points, ensuring the free Wi-Fi was literally at the fans’ feet. In the outdoor facilities, access points were mounted in ‘out of sight, out of mind’ areas, such as the eves of buildings, against utility poles and under the scoreboard.

The final product was no small feat, and the Skinny IT team raised the bar in cutting cost. The team delivered fast, high-quality, free Wi-Fi services with installing 20 percent fewer access points compared to similar stadiums and projects of this size. This allows the ballpark to spend less on hardware and services, while keeping the high Wi-Fi standards for fans’ online engagement.

The greatest advantage was not just fan enjoyment, but the sophisticated analytical software installed in the Wi-Fi that tracks, gathers, measures and describes user information. The ballpark can now see in real time who is accessing the Wi-Fi, demographics, high-traffic vendors and areas of the stadium and more, creating an engaging map of the fans’ ballpark experience.

“With these analytics, the Frisco RoughRiders can access large amounts of data to use for future sales and marketing initiatives that are tailored to each fan’s interests,” Sam Darwish, CEO at Skinny IT. “We are proud to exceed expectations by providing not just free Wi-Fi, but giving executives the opportunity to better fan experience in the future by leveraging the insights gained throughout this first season.”

The Frisco RoughRiders are all about a great fan experience. Skinny IT could provide the Wi-Fi experience to all the fans, whether they were in their seats, up at a restaurant or just taking it easy in the lazy river. Now, through Wi-Fi and analytics, the online experience matches the on-the-field entertainment. Batter up!

To learn more about Skinny IT’s Wi-Fi and analytics services, visit www.skinnyit.com.

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