Client
The client is a global leader in delivering offshore projects and services for the evolving energy industry. With a presence in over 40 countries and a fleet of over 30 vessels, the client required robust and efficient server IT support to maintain its operations across various regions.
Challenges
The client faced several challenges in managing its server support and IT operations effectively. The key pain points were:
Complex IT Support Needs
- The client needed a single point of contact for incident resolution, service requests, and access requests across multiple languages and regions.
- There was a requirement for dedicated and dispatch vessel support in ports and on offshore vessels.
Operational Inefficiencies
- Manual processes and lack of IT automation led to high operational costs and inefficiencies, particularly in event correlation and handling of password-related issues.
- High volume of service desk calls related to password and account recovery issues burdened the support team.
Scalability and Resource Optimization
- Ensuring consistent service quality and optimizing resource allocation across different geographies and time zones were significant concerns.
- The client needed to enhance user experience and improve ticket resolution times.
Solution
To address these challenges, the following solution approach was implemented:
Service Desk Digital Transformation
- A 24-x7 service desk supporting nine languages was established and delivered from the UK, Norway, France, Brazil, and India, ensuring global coverage and language support.
- Onsite desk-side support was provided for employees on the client’s campus.
Workplace Services
- A 9×5 service and a dispatch 8×5 service were implemented to provide dedicated site support for nine sites and non-dedicated site support for 33 sites.
- Security-related issues and application support for the client’s employees were addressed through dedicated support teams.
Vessel and Remote Support
- Dedicated vessel support in UK and Brazilian ports was provided, ensuring seamless support for vessels.
- Hexaware’s platform was deployed for enhanced user experience and provide ART for self-help on password and account recovery tickets.
Automation and Process Optimization
- Event correlation and abend automation were prioritized, reducing manual intervention and operational costs.
- Best-in-class services were introduced for efficient governance and cost optimization.
Benefits and Savings
The implementation of the above solutions resulted in significant benefits and savings for the client:
Alert Reduction
- Achieved a 24% reduction in alerts in the first year, attributed to effective event correlation and automation.
Call Volume Reduction
- Complete automation of password-related processes reduced call volumes related to password issues by 10%.
Resource Optimization
- 20% of resources were redeployed to retain knowledge, enhancing overall efficiency.
- Ticket ratio improved from 1.9 to 1.15 due to streamlined processes.
User Experience and Satisfaction
- Increased CRF, CSAT, and enhanced user experience due to the enablement of ART and Hexaware’s platform.
- An automation-focused next-gen operating model was adopted, enhancing overall operational efficiency.
Scalability and Governance
- Efficient governance and cost optimization were achieved through Best-in-Class services.
- Support was extended to over 30 vessels and 1000+ people in vessels, ensuring seamless operations.
Summary
The client’s server support transformation was a comprehensive initiative aimed at addressing critical operational challenges and improving service efficiency. By introducing service desk digital transformation, IT automation, and optimized resource allocation, the client significantly improved its IT operations. The implementation of dedicated vessel support and the establishment of an automation-focused operating model further contributed to achieving operational excellence.
