MAXIM HEALTHCARE SERVICES, INC.

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1 SUCCESS STORY PROFILE CHALLENGE SOLUTIONS R E S U LT S

2 CLIENT PROFILE Maxim Healthcare Services, Inc. ( Maxim ) is a leading provider of home healthcare, medical-related staffing and population health and wellness services across the United States. As an established community partner, they have been making a difference in the lives of our caregivers, employees and patients for more than 25 years. Their commitment to customer service, improving patient care and staffing experienced healthcare professionals makes Maxim one of the most dependable healthcare companies in the industry. Maxim has been a Bell Techlogix client for nearly three years, and we provide outsourced Service Desk support as an integral piece of the Maxim Solution Center. Over the course of our relationship, we ve dramatically increased customer satisfaction among Maxim employees and established a highly productive working relationship CHALLENGE Maxim sought to outsource their previous internally staffed IS help desk infrastructure and wanted a provider that could improve their quality of services using an advanced set of IT Service Management tools, while allowing Maxim to realize cost savings. The timeline was very tight, and the focus was on rapid transition and service deployment. In order to accommodate the timeline, Bell Techlogix worked with Maxim s IS to rapidly transition from an insourced model, to a mixed staff onsite, then ultimately to a fully outsourced service desk. Maxim s users were initially frustrated with the services during this transition as there were many knowledge and support gaps affecting service quality that took some time to overcome.

3 SOLUTION Bell Techlogix discovered that the most efficient way to remedy the wide-ranging challenges at Maxim was to grow their relationship with the company s IS leadership team and implement a continual service improvement plan in collaboration with IS. Our technical lead developed a great rapport with the subject matter experts in Maxim s IS Department, fostering an open communication channel to make timely and muchneeded updates. Our technical lead developed a great rapport with the subject matter experts in Maxim s IS Department, fostering an open communication channel to make timely and much-needed updates. This strengthened partnership has resulted in a robust set of Maxim-specific knowledge that is regularly reviewed and constantly updated to ensure that it is relevant and effective. Issues are resolved more frequently, the Service Desk and front line Analysts have become more knowledgeable of the Maxim environment and customer RESULTS Since Bell Techlogix began working with Maxim in 2012, the improvement in customer satisfaction with the service provided by the Center has been exceptional. Maxim conducted two customer satisfaction surveys one in December of 2012, receiving 118 responses from employees and caregivers, and one in April of 2014, which garnered 147 responses. Survey participants were asked to rate their level of satisfaction with different aspects of the service they had received from the Maxim Solution Center on a scale which included Very Dissatisfied, Dissatisfied, Neutral, Somewhat Satisfied and Very Satisfied. As evidenced by the following table, the percentage of participants who indicated they were very satisfied with the service they received from the Maxim Solution Center has increased across the board.

4 RESULTS CONT. Category Timeliness of the services provided Technical skills and knowledge of the analysts Percentage of participants who were very satisfied in 2012 Percentage of participants who were very satisfied in % 61% 25% 65% The continuous improvement plan put together and collaboratively implemented with Bell Techlogix took our Solution Center to the next level and helped to positively impact the view of IS with our employees, said Susan Reed, IS Service Delivery Manager at Maxim. Courtesy of the analysts Quality of the services provided 49% 27% Overall service experience 27% 74% 66% 65% The continuous improvement plan put together and collaboratively implemented with Bell Techlogix took our Solution Center to the next level and helped to positively impact the view of IS with our employees said Susan Reed, IS Service Delivery Manager at Maxim. While many of Bell Techlogix s success stories feature the implementation of cuttingedge mobility and IT solutions, we sometimes neglect to mention that at the heart of all of these exchanges are meaningful relationships. In fact, more often than not, arriving at the best solution is impossible without first establishing a strong client relationship built on trust and mutual respect. As our relationship with Maxim continues to grow, we are confident that customer satisfaction will increase, and, most importantly, that the employees and caregivers at Maxim can focus their attention on what matters most: offering quality care for their patients. 04

5 ABOUT BELL TECHLOGIX Bell Techlogix, headquartered in Indianapolis, Indiana, provides Next Gen Digital Workplace and Infrastructure Management solutions to global and mid-market enterprises, as well as educational institutions. Bell Techlogix enhances client experiences in next generation digital workplace, infrastructure management, cloud and mobility solutions. For more information on Bell Techlogix, please visit us on the web at follow us on like us on LinkedIn or become a fan on our Facebook page W 96TH STREET INDIANAPOLIS, IN