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Customer Overview
The client is a large global media and advertising company with 40,000+ employees. The organization required robust workplace services to support its operations. End user support was needed across 150+ locations. The service desk operated in 10 languages to cater to the diverse workforce.
Business Challenges
The client faced several operational challenges, including high service costs for Service Desk and End User Services as compared to industry standards. Their operating model was disjointed, with siloed operations and inconsistent service delivery across regions. Additionally, the absence of a centralized governance framework and performance metrics led to increased complexity and hindered standardization efforts.
The Solution
Birlasoft implemented dedicated multilingual service desks with support for 10 languages, delivered from India, Malaysia, and US. A cross-functional services team was established to ensure delivery accountability and unique user experience. Transformation Management Office (TMO) was introduced to initiate the NextGen transformation journey. An Organization Change Management (OCM) team was deployed to manage change effectively.
Digital enablement was achieved through omni-channel experience using mobile apps and Agentic AI solutions. Proactive monitoring of device performance and user experience was enabled through a digital experience monitoring solution. A central Automation POD was created to identify automation opportunities and implement appropriate solutions. These solutions are an integral part of the Birlasoft Sigma GenEx platform.
Value Delivered
- 35%+ upfront reduction in TCO with committed year-on-year reductions
- 40% reduction in ticket volume and 50% increase in zero-touch deployments
- Improved user experience with a Digital Experience (DEX) score of 90%
- Service desk and end user support provided globally
- MTTR reduced by ~40%