Fortune 10 manufacturing major
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.
Critical metrics had been hit by a volatile business landscape, and worsened by a migration exercise across various departments. This adversely affected:
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
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.