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.
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.
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.