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Currently, a wholly-owned subsidiary of a financial company with around 4,500 employees. The company provides vacations at 60 company-managed resorts on a time-share basis.
Revenue of USD 740 Million in 2019.
Challenge
The client was experiencing challenges in managing high call and ticket volumes related to multiple systems used daily by employees and contractors.
Scope
Build a next-generation service desk to handle large-scale ticket volumes.
Ensure effective ticket resolution while maintaining strong SLA performance.
Solution
Provided an optimized 24×7 service desk solution.
Delivered U.S.-based English support for enhanced communication and user experience.
Technology Enablers
Utilized customer-provided tools, including the ITSM platform.
Automation Benefits
Services were highly appreciated by the client.
Client transitioned all Level 1 and Level 2 support activities, including account provisioning and audit controls.
Adopted a hybrid onshore delivery model with offshore audit controls for cost optimization.
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