Our client, a leading multinational imaging and electronics company with the vision to provide great workplace experiences, faced challenges with its distributed service desk. The company looked for a transformation partner to enable Service Desk Automation, reduce operational costs, improve user satisfaction, and strengthen collaboration between teams.
Taking charge as the IT transformation partner, Hexaware took a data-driven approach to assess the client’s existing operations, team structure, and the nature of the issues they receive from the end-users. The client’s end-user-facing operations were transformed by centralizing the Service Desk. The nearshore team delivered the workplace modernization services that were powered by next-gen digital mediums and advanced self-service mechanisms. The deskside support team was restructured to improve collaboration between the teams.
The following business benefits were realized by the client through Hexaware’s solutions:
- 14% reduction in call volumes with more issues being resolved through self-service
- 20% increase in first call resolution
- 30% reduction in the Total Cost of Operations
- Enhanced user experience with automation
- Improvement in customer satisfaction score for the client’s IT organization
