Simplifying the complexity out of customer service
James Martin, the Service Desk Head at a global automobile manufacturer, wanted to maintain uniformity in the functioning of his scattered service desk teams while improving efficiency and user satisfaction. When he enlisted Infosys BPM for the task, they transitioned ~90 teams and introduced digital access channels across two lines of business. The results earned him accolades, as Infosys BPM improved the resolution rates of over 60% of tickets to less than 24-hours, while also significantly improving global customer satisfaction (CSAT) scores to over 75%.
Approach summary:
- Obtained agreement on KPIs
- Split infrastructure between entities
- Streamlined processes
- Consolidated service desks
- Digitalised access options
Business benefits:
- 1.7 Mn tickets successfully processed
- Achieved 24-hour resolution rates of 70% and 63%
- Improved global CSAT scores from 59% to 76%
- Maintained reopened tickets below 3% target
