Next-Gen Service Desk for $37-Bn Appliance Manufacturing Company in the US
Next-Gen Service Desk for $37-Bn Appliance Manufacturing Company in the US
Highlights
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Challenge
- Service desk and deskside services faced issues with end-user devices going out of warranty.
- Adhoc depot support was required.
- Password management was a challenge.
Scope
- Next Gen Service Desk offshore to India, Mumbai, dedicated 24×7
- Deployed over 22 senior field service engineers across US locations including factories and warehouses
- Flexible model to scale up based on demand
- Printer and scanner support across locations
Solution
- Deployed an optimized resource model with centralized offshore service desk and field dispatch leveraging ITIL processes
Technology Enablers
- Microsoft
- Cisco
- Servicenow
- Cognex
Results
- Excellent CSAT average of 4.5/5
- Average time to answer – 22 seconds
- First contact resolution – 97%
- Value-added procurement process
