Customer Overview
The customer is a US based large global manufacturer of health-care products, including infant care, feminine hygiene and paper products.
Business Challenges
With growing business, keeping up with increasing IT costs and maintaining global service desk operations was becoming a strategic challenge for the customer.
In the absence of a dedicated service desk team, the customer had deployed resources from their IT department to manage the service desk operations. A well-equipped service desk was required to ensure end-user productivity and enhance end user experience.
Birlasoft Solution
Birlasoft set up dedicated service desk services from its offshore ODC. Initially, the project scope was to cover the peak hours with 16X5 operations but within a span of six months, the customer requested for round the clock support from Birlasoft. Birlasoft is managing the current UCCX system for calls forwarding and delivering better quality of voice support. Birlasoft also performed ServiceNow process deployment and enhancement for the customer.
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Value Delivered
By strategically shifting the IT services to offshore location and providing the additional value-added services on ITSM processes, customer was able to realise the benefits of cost reduction and operations optimization.
  • FCR rate improved to 70%
  • 25% reduction in L2/L3 efforts with left shift approach.
  • 70% MTTR reduction using skilled and experienced team at offshore.
  • 100% process compliance
  • Significant cost reduction with offshoring
  • Single point of contact service
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