Ontario Teachers' Pension Plan Improves Member Service & First

Ontario Teachers’

Pension Plan

Improves Member

Service & First Call

Resolution with

ScreenMeet

The Before

The After

The Ontario Teachers’ Pension Plan (OTPP) is based in Toronto, Canada, with oces worldwide,

including New York, London, Hong Kong, and Singapore. This global organization provided support

to their users across the world but were limited due to using a combination of disconnected

applications for logging into instructors’ computers to provide technical support.

Once the COVID pandemic hit in March 2020, OTPP had to pivot quickly to allow their employees

to provide support from their homes. Suddenly, they found that their collection of support tools

required complicated and time-consuming steps to get an individual on a call and allow them

to give control to the support team. It was even more dicult when a user’s computer had to be

restarted and the user had to be walked blindly through the reconnection process.

OTPP required a streamlined, secure system to log into remote devices and provide support. After

seeing ScreenMeet, they quickly decided to try them out. They wanted the ability to:

• Connect to a remote user with minimal interaction

• Take that machine over and provide a hands-on experience as if the analyst was actually

working at the user’s desk

• Reboot a machine and stay connected to that machine as it came back online

In the past, when an agent had to escalate the case to the next level of support, they had to tell the

user the next support agent would contact them shortly. Now, an agent can pass the user to the

next level of support and even remain on the call to provide context and assistance. The result is

increased rst call resolution, and less time and money needed for teams to resolve a problem.

According to Waqas Mahmud, senior manager of the Teachers’ Support & Services at OTPP, “To

be able to reboot a machine and stay connected to that machine as it came back online was a real

game changer for us! The number of tickets being reopened has signicantly dropped, so the user

experience is greatly enhanced.”

• Increase in rst-call resolution

• Improved customer satisfaction

• Less time to resolve tickets

• Increased eciency of IT Help Desk staff (decrease costs per ticket due to time reductions)

• Increased employee satisfaction, based on internal survey results (contributed to employee

retention which has an impact on cost savings)

• Enhanced the rst touch on-boarding experience for new employees

• Able to remotely connect to any user worldwide – even while travelling

• Ability to see and support iOS devices (new capability for OTPP)

• Take control of users’ machine with no employee interaction needed (i.e., force a reboot)

• Can assist contractors/consultants that utilize non-OTPP devices

• Dual agent support capability on same session (i.e., rst call resolution increased)

• Full admin privileges on device, with key shortcuts and no additional tools required

9 Increased rst call resolution by 10%

9 Decreased case reopen rates by 25%

9 Decreased average case handling time

by 25%

9 Decreased new hire setup time by 50%

9 Overall increase in ServiceNow ticket

utilization and logging

9 Positive, measurable nancial

results from the implementation of

ScreenMeet with ServiceNow ITSM

with $275,000 in operational savings

per year

Ontario Teachers’

Pension Plan

Improves Member

Service & First Call

Resolution with

ScreenMeet

Why ScreenMeet?

With support agents now working out of their home, OTPP required a product that would

make it seamless for for them. Additionally, OTPP required a product that would make it

easy for agents to remotely connect to user devices, help resolve issues, and then reboot

the device and remain connected.

“We have the ability to connect to anybody as if we were there face-to-face to help

support them,” said Mahmud. “We’re able to help support machines outside of our

domain altogether and get people up and running in a shorter period of time. Without

ScreenMeet, I don’t know how simple this would have been for us.”

How does Mr. Mahmud see support in the future? “I think we will be seeing a hybrid

model of some agents working in the oce and some agents working from home as we

go forward, and ScreenMeet will help us do that.”

Watch the 30 minute webinar with OTPP, ServiceNow, and ScreenMeet to hear the entire

story - access the on-demand session here.

To be able to reboot a machine and

stay connected to that machine as

it came back online was a real game

changer for us!

The turnaround and the user

experience in terms of what we’ve

seen in surveys and feedback has

been tremendous.

We were now able to take control of

that machine, look at the errors and

to advise the user exactly what to do

as a next step. Without ScreenMeet,

I don’t know how simple this would

have been for us.

We’re able to help support

machines outside of our domain

altogether and get people up and

running in a shorter period of time.

Watch the Full On-Demand Webinar Here

Watch the OTTP Brief Testimonial Video Here