A journey to IT service desk excellence
Megha Karmakar, a senior leader at a large commercial bank in the US, knew her IT service desk needed to be modernized. Megha, responsible for ensuring uninterrupted IT services for thousands of employees and business users, found an able and willing partner for the job at Infosys BPM. This case details the story of how a team from Infosys BPM transformed the creaking service desk, buckling under its legacy processes, from a reactive support function into a proactive, data-driven one.
Approach summary:
- Operating environment assessment
- Digital Command Center dashboards
- Updating knowledge repositories
- Shift-left transformation
- Creation of visual training-content
- Standardization of ticket-handling processes
- Expansion of automated query coverage
Key benefits:
96% FCR rates 
96% C-sat scores 
0% escalation and zero backlogs 
25% bot response capability 
60% bot resolution effectiveness 
20% reduction in monthly tickets 
