Putting the pieces together
Alvin Schmidt, ITSM Global Manager at a German industrial engineering conglomerate, was struggling to manage its distributed service desk operations across 50 countries. When the significant lack of process standardisation translated into inconsistencies in service quality, slower response times, and fragmented user experiences, he turned to Infosys BPM for help. This case details how Infosys BPM’s strategic consolidation of Alvin’s service desk operations led to a 10-15% reduction in tickets, 15% faster incident resolution, and 91% user satisfaction rate, while releasing €7.2 million in savings.
Approach summary:
- Consolidated service desk operations into three global service desks
- Rolled out ServiceNow platform
- Developed a unified escalation matrix
- Consolidated reporting activities into a single, unified dashboard
- Developed system to convert certain incidents into service requests
- Implemented a standardised communication strategy
- Introduced IT weekly knowledge and support email campaign
Key benefits:
10-15% reduction in support tickets
15% reduction in average handle time
91% user satisfaction
€ 7.2 million saved
