Customer Overview
The customer is a US based Public Relations and Communication Services company with presence in 20+ countries and with 6,000 + employees.
Business Challenges
The customer had distributed Service desk operations – they had desks in US and India. 24x7 availability was a challenge and they had low First Call Resolution (FCR), low CSAT and there were delays in urgent offboarding.
Birlasoft Solution
Birlasoft has been able to set up 24x7 Global Multi-lingual Service Desk leveraging ServiceNow for Call Handling, Ticket Management, and reporting. End user automation was deployed enabling left shift and self- service. Service Desk handles Incidents, Service requests (incl User Access Management) and Major Incident Management. The focus lay on improving the FCR and CSAT scores.
The languages supported by Service Desk - English, French and Chinese.
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Value Delivered
  • 24x7 availability of the desk
  • 60% FCR
  • CSAT score – 4.6 / 5
  • 98% Urgent offboarding < 30 min
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