Search Consulting Home Business Process Quality Technology

PROCESS CONSULTING Case Study   Defining and designing an internal global help desk for an internet/telecom infrastructure service provider     The client A leading provider of critical infrastructure services for Internet and Telecommunication networks with operations in USA, UK, Europe, Japan and Australia   The challenges Multiple internal help desks systems and processes for logging service requests No single ownership of help desk process No integration between help desk and asset management/ HR systems Absence of service level agreements (SLA) and key performance metrics (KPI) across help desks Low first call resolution rates   Project mandate Define the future state of internal global help desk Design the “To Be” help desk processes   Project delivarables Direction of solution: This explained the future state of a single global help desk at a conceptual level Service level agreements (SLA) were defined for different service request categories Key performance metrics (KPI) that need to be monitored to evaluate help desk performance, were defined for different management levels Design of “To Be” processes for the global help desk   Business benefit Single help desk for logging different kinds of service requests Single owner of help desk process Improved help desk service levels High first call resolution rate         Send us an email Request proposal for services Subscribe to our monthly newsletter   CASE STUDIES Streamlining secondary fuel transportation and logistics for a leading energy giant Optimizing the order to cash process for a global credit and marketing information service provider Chartering the CRM roadmap for a large North American specialty retailer   More case studies

Contact us Terms of use Privacy Sitemap