Revolutionizing End-User Satisfaction for a NYC Nonprofit
How NRI transformed end-user experiences by enhancing support operations for a leading health-and-human services nonprofit.
Business situation
Serving 50,000 people annually across 84 New York City locations, this nonprofit has provided vital resources to children, families, and adults for over a century. However, rising complaints about the support experience with its overseas-based managed services provider led the nonprofit to seek a new technology partner.
To restore satisfaction and operational stability, the organization required a partner focused on service-level excellence and capable of managing patch processes critical to healthcare operations.
Considerations
Deliver service-level improvements aligned with the nonprofit’s operational goals.
Ensure reliable connectivity and system stability across all locations.
Establish consistent patch management and enhance operational processes.
Our solution
NRI transformed the nonprofit’s IT operations by improving both remote and on-site support to resolve technical issues quickly and effectively across locations. Our team dove in to optimize everything—from ensuring that time clocks and printers remained operational to maintaining stable and reliable circuits and internet connectivity.
These efforts included offering responsive remote support while deploying on-site resources to tackle technical issues hands-on. Patch management processes were also strengthened to maintain system stability and compliance. NRI maintained updated run-books and held regular strategy meetings with the management team to ensure alignment with the nonprofit’s goals.
Capabilities applied
Technology strategy & consulting
IT Governance
Service desk
Results
The nonprofit experienced a significant improvement in end-user satisfaction, with reduced complaints and optimized service delivery. By continuing to refine support processes and expanding its partnership with NRI, the nonprofit is now better positioned to achieve its mission and empower the communities it serves.