REVITALIZING SERVICE EXCELLENCE
[ REVITALIZING SERVICE EXCELLENCE ]
OVERCOMING CHALLENGES AND ACHIEVING A 35% INCIDENT REDUCTION WITH STRATEGIC SHIFTS AND OPERATIONAL ENHANCEMENTS
- Problem
- Key Challenges?
- Our Solution
- The Result
Service Desk Shifted To New Location. Service Quality Took Significant Dip. Goal Was To
Create Efficiency, Capacity & Improve End User Experience.
- New staffing and practices couldn’t manage the heavy demand
- Additional staff was hired on immediate basis (160 FTEs in 3 Months) to
contain the damage and improve service levels. - Lack of transparency around KPIs, SLAs
- Non sustainable setup – Leading to high demand impacting speed of answer
- Suboptimal utilization of existing tech and tools
- Shift Left (L1 to L0)
- Operational Excellence
- Knowledge Management
- Skill Enhancement
- Monitoring and Measurement of Quality
- Service Management Framework
- E2E SLA and OLS (L1/2/3)
- Enhance User Experience
- 35% incident reduction
- CSAT moved from 50% to 65% in 4 months
- Created 3 X benefit on overall investment
