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"Case Study: Shift Right - What to Do When IT Self-Service Costs More Than In-Person Support"

Brought to you by HDI!

At Atlantic Health System, the onboarding process expects new team members to remotely update their passwords, set up multifactor authentication, enter their banking information for direct deposit, and attest to attending a virtual orientation, all in different systems and each with different dependencies. They were doing everything "right", following the industry trends, shifting left, and keeping costs down by having new team members complete their tasks on their own through self-service portals. It was a poor experience for everyone involved.

So they decided to change course and shift right. The response from new team members, trainers, and the service desk has been overwhelmingly positive. In this session, Dan Sisto will explain how they mapped the customer journey, which metrics and markers they used to justify the decision to shift right, and how they actually pulled it off.

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