Global Service Desk Operations for Leading Healthcare Products Manufacturer

  • Industry


  • Solution:
    • L1 Service Desk from Offshore (India)
  • Global Service Desk Operations
  • Voice, mail, chat and web-based Support
  • 24x7x365 support
Key Features:
  • FCR rate improved by 70%
  • 20-30% reduction in L3 efforts with left shift approach.
  • 70% MTTR reduction using skilled and experienced team at offshore
  • 100% process compliance
  • Significant cost reduction with offshoring
  • Single point of contact services

The client, one of the largest global manufacturers of health-care products, including infant care, feminine hygiene and paper products, is headquartered in the United States of America. It also has operations in China and employs more than 4000 people.

With growing business, keeping up with increasing IT costs and maintaining global service desk operations was becoming a strategic challenge for the client. Birlasoft’s Infrastructure and Cloud Technology Services helped the client address their rising IT costs and aid in business growth. By shifting service desk operations to offshore location, the client realised unprecedented optimizations in operational costs.

Business Situation

In the absence of a dedicated service desk team, the client had deployed resources from its IT department to manage service desk operations. A well- equipped service desk was required to ensure end-user productivity and enhance end user experience.


Birlasoft setup dedicated service desk services from its offshore ODC. Initially, the project scope was to cover the peak hours with 16X5 operation but within a span of six months, client requested for round the clock support from Birlasoft. Birlasoft is managing the current UCCX system for calls forwarding and delivering better voice quality support. Birlasoft also performed ServiceNow process deployment and enhancement for the client.


By strategically shifting the IT services to offshore locations and providing the additional value-added services on ITSM processes, client was able to realise the benefits of cost reduction and operations optimization. Quick and efficient support is helping the client efficiently manage its business across different territories. Birlasoft team is also working with client’s L3 team to devise SOPs for L3 tasks.