New-age Service Desk for a Public Relations Firm
June 10, 2019The client had a business imperative to provide consistent performance of business applications -particularly the critical ones used in their month-end operations.
Download PDFChallenges
THE WORKFORCE
Jun 10, 2019Highly mobile workforce requiring rapid ticket resolution
TICKETS HANDLED
Jun 10, 20198k - 10k
Traditional service desk model impacting productivity and driving up costs
USER EXPERIENCE
Jun 10, 2019Poor
Poor User Experience due to delays in ticket resolution & inability of mobile workforce to connect to traditional service desks
TRIAGING
Jun 10, 2019Slow
Prolonged triage process due to roaming profiles
Solution Components
Omni-channel for ease of ticket creation
User self-help portal for quick, anytime anywhere access
Workflow automation
Integrated view of ticket queue on a single dashboard
AI-led analytics, predictions, auto-triaging, self-remediation
Heatmaps to highlight problem areas, recurring incident categories
Real-time UX monitoring through User Experience Index (UEI)
Benefits
tickets reduced
40%
40% reduction in tickets – 6000 from 10000+ (2400 automated)
ticket triage time
50%
50% reduction in ticket triage time
tickets auto-triaged
90%+
90%+ tickets auto-triaged by virtual supervisor
Response & Resolution times
30%
30% improvement in response and resolution times
fcr
96%
96% FCR - an increase of 38%
productivity improvement
30%
30% productivity improvement through automation
team size
33 to 24
Service Desk team size reduced from 33 to 24
it costs
30%+
30%+ reduction in IT costs
user experience index
4.52 on 5 User Experience Index (UEI) score
csat
5 on 5
Perfect CSAT score of 5 on 5; No DSAT
WATCH HOW IT WORKS
