Fortune 10 manufacturing giant leverages automation to achieve 99.4% SLA levels for 1000+ salesforce

  • Customer

    Fortune 10 manufacturing major

  • Industry


  • Improved sales force efficiency – 60% lesser clicks, 14% fewer fields for sales force from user-experience perspective
  • 99.4% level SLA achieved – 1.4% over and above targeted 98%
  • 45% reduction in incidents annually, leading to improved sales force productivity
  • Significant savings across maintenance, operations, infrastructure and upgrade-related costs
Business Situation

A centralized team of technology specialists served a host of sub-businesses across the globe. The ever-evolving systems landscape and third-party tools in the application stack were introducing complexities. More importantly, the SLAs had spiraled out of control and the increase in incidents was taking a toll on the 1000+ sales force’s performance and efficiency.

Business Challenges

Critical metrics had been hit by a volatile business landscape, and worsened by a migration exercise across various departments. This adversely affected:

  • Business criticality – 24 x 7 sales force support needed across several locations globally
  • Scale of scope of work – all group companies were in migration phase, leading to volatile business requirements
  • KPIs – the SLA KPIs and resolution rates were at an all-time low. This required an immediate turnaround
Birlasoft Solution

Birlasoft aimed at reducing resolution time for service requests raised by the salesforce. The first step was to assess the existing landscape and remodel the ticket resolution process. The resolution rates were improved using a three-pronged strategy

  • Build self-service processes
  • Enable salesforce with basic level of support
  • Automated intelligent routing and monitoring for specific cases

Standard operating procedures were built and updated to reduce the resolution time. Manual processes were automated to increase productivity and efficiency of the COE–sales force collaboration. An in-built 360 customer-feedback drove the continuous feedback loop.