Client
The client is a leading multinational imaging and electronics company empowering customers to achieve greater productivity and workflow innovation.
Challenge
The client faced challenges with their distributed Service Desk. Manual checks for different office infrastructures consumed much time and were error-prone. They were not happy with their existing service provider.
Their need of the hour was an IT transformation partner who can help them
- Enable Service Desk Automation
- Reduce Operation Costs
- Improve User-Experience
- Strengthen Team Collaboration
Solution
Our team of experts stepped in and hit the ground running by comprehensively analyzing the tickets’ data. The objective was to create a holistic roadmap that translated the insights into affirmative action. We had a collaborative solution workshop with the client to identify critical areas for automation and defined a custom approach toward driving workflow transformation. The Hexaware solution centered around the Service Desk, Deskside Support, and End User Computing.
We designed the automation factory and manned operations to run as separate programs under the same umbrella, guaranteeing focus on both areas. The accent on integrated tool infrastructure reduced manual intervention for activities like software installation. The meticulously planned automation journey enriched the user experience and enabled substantial cost savings.
Benefits
The follow-the-sun customer support model, targeted automation, and right-shoring made all the difference. The business benefits spoke volumes.
14%
reduction in call volumes within the first year of operation through self-service
20%
increase in first-call resolution through process optimization
30%
reduction in TCO coupled with improved performance
Summary
An experience-centric approach based on the fundamental tenets of user experience – speed, agility, reliability, and self-service helped the client transform their digital workplace paradigm. The roadmap resulted in a substantial improvement in the customer satisfaction score for the client’s IT organization. Hexaware’s Digital proprietary frameworks, architectures, solution accelerators, and support models helped deliver hyper-collaborative, agile, user experience-centric experiences.
