Welch’s is the processing and marketing subsidiary of the National Grape Cooperative. Located across America and in Ontario, Canada, the Cooperative’s approximately 1,000 family farmers own the company and grow the delicious and inherently healthy Concord grapes used in Welch’s juices and other grape-based products. Welch’s products are sold throughout the United States and in approximately 40 countries around the globe.
With more than 650 end-users in a wide variety of roles across multiple locations, Welch’s knows the value that an IT Service Desk partner can bring. However, their previous provider lacked in a few key areas, including an inadequate knowledge base and no formal Quality Assurance (QA) program. As a result, Welch’s experienced low-resolution levels of tickets handled at the Service Desk, as well as lengthy resolution time for requests that were resolved. In addition, the company’s end-users held low confidence in their provider’s ability to help them solve problems.
Welch’s began a search in April 2017 for a U.S.-based, IT Service Desk that could be a genuine, reliable partnership. In July 2017, they found a partner that could meet their needs and act as a virtual extension of their team.
“The teamwork between the Contegix management team, their Service Desk analysts, and Welch’s staff has been essential to our success. We work together seamlessly with one common mission: to improve the service and support experience we provide to Welch’s users.” Gilbert Gonzalez, Lead IT Service Desk Analyst at Welch’s.
As Welch’s partner, Contegix provides 24/7 Service Desk and Onsite Support for various enterprise applications, desktop and server applications, standard hardware, and custom business applications. The Contegix approach is to drive as many operational functions as possible to the Service Desk, where incidents can be resolved most efficiently and cost-effectively, with round-the-clock availability.
In addition, the Contegix Service Desk fosters continuous improvement through the development of a comprehensive and fully transparent knowledge base, as well as a sophisticated QA program. This program contains seven main components, including a fourteen-point evaluation for analysts handling incoming requests, coaching, and reward/recognition. Both of these key elements of the solution contribute to the high service levels and customer satisfaction that Welch’s lacked from their previous provider. Gonzalez says, “The Contegix team has been exceptional. Their technicians are knowledgeable, friendly, and have a very positive demeanor. They consistently go above and beyond to make sure our users’ issues are resolved in a reasonable timeframe.”
Through this partnership, Welch’s has experienced a synergy between Service Desk Analysts (Level I) and Onsite Support Technicians (Level II), leading to significant improvements in ticket resolution. With a Service Desk partner, they can depend on, Welch’s has been able to improve upon their employee productivity and efficiency. Gonzalez says, “Since we began a partnership with Contegix, our support service has improved ten-fold and our users feel more confident calling the service desk to resolve their issues.”