Our client is a global infrastructure technology leader that develops and supplies a broad range of semiconductor and infrastructure software solutions.
With 50 years of innovation, collaboration and engineering excellence, they serve the world’s most successful companies and are a global leader in numerous product segments.
The Challenge
Manual repetitive tasks and long ticket turnaround times
Due to M&A activity, the client experienced a substantial increase in employee headcount, growing from 13,000 to 24,000 — with more than 25,000 devices. This growth led to 3,000 service requests per month, increasing pressure on IT support teams and slowing the turnaround times for resource provisioning and new resource onboarding.
Turnaround time was also negatively affected by manual processes on simple repetitive tasks. In addition, the service desk had low adoption of automation and self-help tools.
The Objective
Accelerate employee productivity and satisfaction
Our client sought to reduce IT operational costs and elevate the employee experience by accelerating service desk turnaround times.
To make these objectives a reality, they wanted to automate, integrate and standardize their IT workflow.
The Solution
Hyper-automation and simplified workflows
A key component of the solution was effective adoption and use of automation platforms Workato, Moveworks, Nexthink, BOT and others. We worked with the client’s automation team to automate the onboarding and offboarding process and we identified the top drivers of tickets to reduce ticket counts.
We also implemented Video Angel, which provided real-time remote desktop resolution. The team leveraged a known error database (KEDB) to reduce turnaround time, and we wrote more than 600 recipes for agents to follow when resolving issues.
The Impact
Increase in employee satisfaction and reduction in incident volume
Our client was pleased with significant business outcomes:
- 70% reduction in service desk volume
- 90% reduction in service/access provisioning tickets
- Automated bot-based resolution for 70% of service requests
- 90% reduction in voice-based support volume
- 0% increase in service desk headcount despite workforce increase from 13,000 to 24,000
- Single-click employee onboarding and offboarding
- A monthly savings of 6,330+ support hours
In other words, mission accomplished.
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