Delivering letters and smiles
Outsourcing partnerships can falter when service delivery fails to meet expectations—something a national postal carrier in Europe experienced firsthand. This case study highlights how Infosys BPM enabled a seamless transition to a new service delivery model, reengineering processes, strengthening training and knowledge management, and enhancing platform capabilities. As a result, the service desk evolved into a high-performing function, achieving customer satisfaction scores of 87%.
Approach summary:
- Reimagining training frameworks and onboarding programs
- Rebuilding and updating the knowledge base
- Enhancing the ticketing system (ServiceNow)
- Introducing real-time SLA tracking and performance monitoring
- Redesigning work shifts for optimal coverage
- Developing an SLA calculator for proactive management
Key benefits:
Headcount reduction by 5 (23 → 18) while maintaining service quality 
Reduction in attrition from 28.57% to 4.26% 
Introduction of new customer experience features 
Achievement of 87% customer satisfaction scores 
