OTPP Improves Member Service & First Call Resolution with ScreenMeet

The Ontario Teachers' Pension Plan (OTPP) is based in Toronto, Canada, with offices worldwide, including New York, London, Hong Kong and Singapore. When the pandemic sent its support team home, OTPP needed a streamlined, secure way to connect to users' devices anywhere in the world. With ScreenMeet and ServiceNow ITSM, it raised first call resolution and cut the time it takes to resolve tickets.

At a glance

• First call resolution up 10%
• Case reopen rates down 25%
• Average case handling time down 25%
• New hire setup time down 50%
• $275,000 in operational savings per year from ScreenMeet with ServiceNow ITSM

Before ScreenMeet

OTPP supported users across the world, but its team relied on a combination of disconnected applications to log into users' computers.

When the COVID-19 pandemic hit in March 2020, OTPP had to pivot quickly so its employees could provide support from home. The collection of support tools required complicated, time-consuming steps to get someone on a call and have them hand control to the support team. It was even harder when a computer had to be restarted and the user had to be walked blindly through reconnecting.

OTPP needed a streamlined, secure system to log into remote devices and provide support. After seeing ScreenMeet, they quickly decided to try it. They wanted the ability to:

• Connect to a remote user with minimal interaction
• Take over the machine and work hands-on, as if the analyst were at the user's desk
• Reboot a machine and stay connected as it came back online

After ScreenMeet

In the past, when an agent had to escalate a case, they had to tell the user that the next support agent would contact them shortly. Now an agent can pass the user straight to the next level of support and even stay on the call to provide context. The result is higher first call resolution and less time and money spent resolving each problem.

“To be able to reboot a machine and stay connected to that machine as it came back online was a real game changer for us! The number of tickets being reopened has significantly dropped, so the user experience is greatly enhanced.” — Waqas Mahmud, Senior Manager, Teachers' Support & Services, OTPP

Why ScreenMeet

With support agents working from home, OTPP needed a product that made it easy to connect to user devices, resolve issues, reboot the device and stay connected.

“We 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, OTPP

The benefits

• Higher first call resolution and customer satisfaction
• Less time to resolve tickets, lowering the cost per ticket
• Higher employee satisfaction in internal surveys, which supports retention
• A better first-day experience for new employees
• Remote connection to any user worldwide, even while they travel
• Support for iOS devices, a new capability for OTPP
• Control of a user's machine with no interaction needed, for example to force a reboot
• Support for contractors and consultants on non-OTPP devices
• Two agents on the same session, which raised first call resolution
• Full admin privileges on the device, with key shortcuts and no extra tools
• More tickets logged and worked in ServiceNow

Looking ahead

“I think we will be seeing a hybrid model of some agents working in the office and some agents working from home as we go forward, and ScreenMeet will help us do that.” — Waqas Mahmud, OTPP

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