Going Way Beyond Mere Lip Service
Jason Adams, Head of IT Services Delivery at a global leader in the production and distribution of food and beverages – had his work cut out for him. The company’s IT service desk, with its fragmented operations across geographies, was facing the challenge of sub-optimal experience and a high volume of repeat calls from unsatisfied users, and Jason sought Infosys BPM’s support for consolidation and transformation. This case details how a team of Infosys BPM experts offshored Jason’s service desk operations, ironed out process bottlenecks, and delivered service excellence. The results? A substantial reduction in manual effort by 90% with improved handling times and 40% reduced tickets, while enabling overall savings of over $1.2 Mn in monthly costs.
Approach summary:
- Automated interaction documentation
- Decision trees for top call drivers
- Scenario mapping for easy searching of knowledge base
- Process standardisation to reduce ticket mis-routing
- Voice-based workforce management tool
- Smart reporting with real-time dashboards
- Overall monthly savings of $1.2 Mn
- Service desk volumes reduced by 40%
- Average ticket handling time reduced by ~15%
- Manual effort in article searching reduced by 90%
