3104 NE Minnehaha Street, Vancouver, WA 98663 | Phone: 877.484.1484 | Fax: 360.567.0868 | www.htginc.com Case Study Customizing Services for Help Desk Solutions Challenge This large medical plan group offers commercial, Medicare, Medicaid and individual and family care plans throughout the Pacific Northwest. Prior to working with HTG, the customer depended on IT support from within the main hospital’s organization. Costs were high at more than $144,000 dollars per year to support 600 users, yet service was unacceptably slow, responses generally deemed poor and, not surprisingly, there were numerous customer complaints. On average, 60 tickets remained open each day. Solution HTG placed two Level 2 technical personnel on site to reduce open tickets to 30 per da

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