The client

The Employee Experience Shapes Organizational Performance

A leading U.S.-based healthcare provider delivers home and community-based services for individuals with intellectual and developmental disabilities. Among its specialized programs is a division focused on Applied Behaviour Analysis (ABA) therapy, helping children with autism build essential life skills through early intervention and personalized care.

Supporting this mission required more than clinical expertise. It also depended on HR and IT support that could keep pace with a growing workforce.

With more than 5,000 employees generating approximately 55,000 HR and IT inquiries annually, the organization sought a strategic partner to manage Tier 1 support operations, optimize costs, improve employee experience, increase operational efficiency, and enable internal teams to focus on higher-tier responsibilities.

The challenge

Operational Growth Was Exposing the Limits of Support

As support volumes grew, existing processes struggled to keep pace.

The organization desperately needed a structured service desk model with clearly defined service levels and performance measures. Support processes varied across teams, governance and reporting required consistency, and requests had accumulated into a backlog exceeding six months.

Employees also had limited access to support outside standard business hours.

The challenge extended beyond resolving requests. The organization needed a support framework capable of delivering reliable service at scale while supporting future growth.