In the fast-paced automotive industry, our client, a leading automotive company in Germany, confronted a pressing need: to consolidate separate service desk providers and move into a renewed operations model. The challenge was significant, as multiple legal entities had to be unified under a single contract. The project scope aimed at modernizing their approach, focusing on efficiency, user experience and adaptability.
The transition was challenging and demanded innovative solutions. We faced interfacing complexities and knowledge management gaps. Our strategy encompassed integrating various communication channels, implementing updated technology solutions and fortifying business continuity measures. These efforts were pivotal in reshaping the service desk landscape, ensuring a seamless transition and positioning our client for sustained success.
We transformed the service desk into a dynamic support hub by prioritizing user-centricity and leveraging cutting-edge technologies. Through streamlined operations and enhanced accessibility, we met our client's immediate needs and laid the groundwork for future scalability and agility in a sector defined by rapid change.
The Challenge
- Consolidation Complexity: The automotive company faced the challenge of consolidating multiple legal entities into a single contract. This involved navigating through a multi-provider setup with numerous interfaces to the service desk.
- Knowledge Management Hurdles: Inefficient organization of knowledge records hindered effective problem-solving and service delivery. The operating model was outdated and lacked automation and efficient intake channels.
- Communication Channels: The main intake channels for service requests and incidents were limited to phone and email, restricting accessibility and potentially causing bottlenecks during high-volume periods.
The Objective
- Smooth Transition and Operations: The primary goal was to create a seamless transition process while laying the groundwork for efficient ongoing operations. This included addressing existing challenges and preparing for future scalability.
- Enhanced User Experience: The aim was to transform the service desk into a customer-centric entity, improving end-user experience and satisfaction while respecting the different legal entities' individual needs. This involved implementing omnichannel support through phone, email, chat, ticketing and self-service options.
- Automation Implementation: Automation was identified as a key objective for streamlining processes, reducing manual intervention and enhancing service efficiency while ensuring consistent quality across operations.
The Solution
- Telephony System Upgrade: We implemented a central cloud-based telephony system to streamline and effectively steer available communication channels and improve accessibility for end users.
- SLA Monitoring and Reporting: We helped to develop robust SLA live monitoring through dashboard and reporting mechanisms to track performance metrics effectively and ensure adherence to service level agreements.
- Business Continuity Measures: We leveraged multiple sites in Germany and Bulgaria for Business Continuity Management (BCM), ensuring uninterrupted service delivery even during unforeseen disruptions.
- Service Desk Integration: We integrated fragmented smaller service desks into the new central service desk to foster collaboration, streamline processes and improve overall efficiency.
- Omnichannel Support: We integrated the company's messenger platform (Teams) with cloud-based technology to introduce chat as an additional intake channel, offering users more flexibility in seeking assistance.
- Self-Service Portal: We supported introducing a self-service portal based on ServiceNow to empower users to resolve common issues independently, reducing dependency on manual support and improving overall efficiency.
The Impact
- High SLA Fulfillment: The implementation of streamlined processes, automation and efficient monitoring mechanisms significantly improved SLA fulfillment and exceeded customer expectations.
- Knowledge Management Enhancement: Overall knowledge record quality improved noticeably, fostering interdisciplinary teamwork not only within the service desk team but also with other third-party providers.
- Business Continuity Success: The Business Continuity Management (BCM) measures proved invaluable, as they enabled the service desk to navigate through unforeseen disruptions smoothly, ensuring continuous service delivery and customer satisfaction.
