Skip to content
Close
SEARCH
Let's Talk
Let's Talk
Platform
Industry
Custom Apps
Data Innovations AerieAssist

24/7 IT Support Transforming Efficiency and Service

Our work for Data Innovations

SERVICE
INDUSTRY
  • Technology
OUTCOME
  • Improved support efficiency and customer satisfaction

About Data Innovations

Data Innovations is a global software company dedicated to improving patient care by empowering clinical laboratories to harness innovation and optimize performance across all disciplines. With over 35 years of industry leadership, they serve more than 6,000 hospitals and laboratories in over 85 countries.

Their mission is to enhance patient care by enabling clinical laboratories of all sizes to leverage innovation and optimize performance across all disciplines, allowing them to focus on what matters most: their patients.


 

data innovations

 

The Challenge:

Data Innovations ran into challenges that were slowing down their technical support operations. Their first-line support team was overloaded with managing and assigning tickets to second-line support, creating undue pressure on two main technicians. This limited their ability to focus on project work and led to inefficiencies and delays.

Additionally, with employees spread across multiple countries and time zones, Data Innovations required technical help desk support that could operate 24/7, meeting the varied and dynamic needs of their global workforce.

They needed a system robust enough to provide seamless, round-the-clock assistance while ensuring efficiency and minimal disruptions.

The Solution:

Enter AerieAssist, Aerie’s advanced support model designed to meet the complex, global needs of organizations like Data Innovations. AerieAssist delivers comprehensive, always-on technical support tailored to optimize operations and enhance the employee experience.

Key Features of AerieAssist Include:

  • Proactive System Monitoring: Immediate identification and resolution of technical issues before they impact productivity
  • AI-Driven Ticket Management: Automated ticket routing paired with hands-on human oversight reduces the workload on internal IT teams
  • Tailored Support Plans: Personalized approaches to meet the unique demands of a global workforce, improving operational continuity
  • Comprehensive Coverage: Support extends across diverse platforms, tools, and devices, ensuring no gap in solutions

With AerieAssist, Data Innovations now benefits from rapid resolutions, well-documented processes, and scalable support that adapts to growth and technological advancements.

Frame 16

data innovations

"Implementing AerieAssist has been a game-changer for us. It has improved our support efficiency and enhanced satisfaction across our teams. The automated ticket management and thorough process documentation have empowered our internal staff to focus on critical projects, resulting in better overall performance."

Lisa Vonstein Data Innovations
Lisa VonsteinDirector of Technology Solutions

The Impact:

Implementation of AerieAssist has led to several measurable and meaningful outcomes for Data Innovations, including:

  • Improved SLA Compliance: First Contact SLA now stands at an impressive 80%.
  • Faster Response Times: Support via phone and chat has seen significant improvements in speed and efficiency.
  • Enhanced Employee Experience: A streamlined support process has bolstered internal satisfaction and confidence in operations.

The burden on Data Innovations' internal IT team has been significantly reduced, enabling them to redirect their focus to strategic initiatives and project work.

Additional Benefits:

  • Scalability: AerieAssist scales effortlessly as Data Innovations grows, ensuring their support infrastructure evolves with their needs.
  • Documentation and Compliance: Comprehensive process documentation guarantees adherence to industry standards, minimizing compliance risks.
  • Comprehensive Technical Support: From desktops and tablets to cloud solutions and mainstream applications, AerieAssist handles it all, including complex diagnostics and resolutions.
  • 24/7 Availability: Around-the-clock support means employees across time zones receive immediate assistance whenever needed.

 

AerieAssist continues to deliver impactful solutions as Data Innovations scales its global operations.

Shiny Overlay

Looking for 24/7 Support?

Schedule a free consultation with us today!

Sign me up