Customer Overview
The customer is a global provider of full-range services to the MICE (Meetings, Incentives, Conferences and Exhibitions) industry and has offices in North America and EMEA.
Business Challenges
The customer was facing challenges with respect to monitoring and managing the calls and user tickets across the regions and was looking for an effective Help desk solution and enhance the end user experience.
Birlasoft Solution
Birlasoft establish a global service desk with round-the-clock availability to streamline the handling of incoming calls and requests. Birlasoft Sigma platform was implemented with an analytics-driven, integrated framework for self-service, automation, and ticket management. A dedicated ACD / IVR solution was implemented. In addition, L0 user access management across 65 applications was addressed.
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Value Delivered
Birlasoft's integrated approach enabled –
  • 24x7x365 Global service desk operations for speedy resolution to user issues and requests round the clock.
  • Standardized reporting of call and ticket statistics.
  • FCR improvement from 55% to 75%
  • Enhancement of end user experience
  • Enhanced knowledge base and a culture of continuous improvement
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