DIGITAL WORKPLACE MANAGEMENT - UST Global · DIGITAL WORKPLACE MANAGEMENT Service Desk and Level 2...
Transcript of DIGITAL WORKPLACE MANAGEMENT - UST Global · DIGITAL WORKPLACE MANAGEMENT Service Desk and Level 2...
USTGlobal ®
DIGITALWORKPLACEMANAGEMENT
DIGITAL WORKPLACEMANAGEMENT
Service Desk and Level 2 support to a leading Food
Service and Support Service Provider in the UK and
supporting around 10,000+ users at 478+ Sites in
Australia & New Zealand.
ABOUT CLIENT
Our client is a British multinational contract food
service company headquartered in Chertsey, Surrey.
It is the largest contract foodservice company in the
world. It has operations in 50 countries, employs over
550,000 people and serves around 5.5 billion meals
a year. Compass Group is listed on the London
Stock Exchange and is a constituent of the FTSE
100 Index. It is also a Fortune Global 500 company.
AUTOMATION WITHOUR UST SMARTOPSPLATFORM
Leveraging our digital employee platform, UST
SmartOps®, created a significant impact by
enabling a proactive IT environment with
accelerated resolution framework and minimal
human interactions.
OUR SERVICE DESKENTWINED WITH EXTREME + EXPERIENCE &NO TICKET CULTURE DNA
Our Service Desk model created an end-to-end
comprehensive support enterprise that empowered
users with an accelerated issue resolution, enabling
them to spend more time on important core business
projects.
Created an ‘Internal IT Brand’ for our client’s Service
Desk support system by institutionalizing our
Extreme + Experience framework and ‘No Ticket’
Culture.
BUSINESS PROBLEM
Needed a support service for Service Desk and Level 2Average Speed of Answer SLA was breaching threshold
Password calls contributed towards high call volume
30% reduction in IT operations cost
20% reduction in ticket volume through analysis, correlation and proactive & prescriptive issue
resolution
>10% improvement in employee productivitythrough structured knowledge management, dynamic FAQs and self-healing IT
10% reduction in deskside manpower
Support intelligent framework to detect and resolve new issues, and prevent recurring issues
OVERALLSUCCESS & OUTCOMES
Improved AHT and ASA
Reduced Abandon rate to nearly 3%
Improved FCR by 90%
Ticket Closure rate was improved to over 93%
Improving Desk Quality Score
QA 86%
Improved CSAT to 4.7
SEAMLESS TRANSITION
The single most focal point of our client’s transition
was to perform a zero impact and smooth transition
of services through our proven and structured
transition program that enriches client experience
and assurance to a risk-free service transition into
Steady State. Our Hypercare system places an
emphasised monitoring of the transitioned system.
Our transition accelerator EdgeConnect® provides a
complete program and transition transparency, and
digital governance.
OUR SUPPORT ENVIRONMENT
Created an effective, quality- oriented support
environment for our client supported by a ‘RUN &
TRANSFORM’ framework that resulted in creating an
exceptional end user management facility for user
issue management and resolution ensuring end user
contentment.
RUN FRAMEWORK
Our RUN framework provided uniform, consistent
and quality services.
Provisioned consistent and uninterrupted service
Improved KPI’s
Improved CSAT Score to 4.7
Improved major incident handling
Improved P1, P2 ticket closure rates
Implemented SLA improvement plan for enhancing the SLA metrics
Major Contribution towards Application Stability
TRANSFORM FRAMEWORK
Our TRANSFORM Framework focused on transforming
employee experience
Multi-channel Support
Personalized, proactive and predictive support
Automation and Self-healing through Intelligence framework to automate processes, Accelerate response and Self-heal to eliminate issues before they occur
Optimized end user interactions by interaction analysis, improved pre-emptiveness & ticket reduction
Empower via Self-help supported through KMDB, Client University, Extensive & updated FAQs and DIY (Do-It-Yourself) kits for self-resolution of issues
Proactive Analysis to understand call peak timing, no of calls, type of calls to derive a daily pattern
Deep dive into call types and bucketized the issues for a plan of action
Project Password Automation was implemented to automate password related issues
CONTINUOUS IMPROVEMENT THROUGH ESTABLISHED ‘NO TICKET’ CULTURE
Establishing a ‘NO TICKET’ Culture in the Support
enterprise
Ticket reduction through Automating incident resolutions and enabling self-healing through intelligent framework
Self –help Environment to establish an extensive knowledge base, live FAQ and DIY resolution and interactive help to empower users to self-sustain
Proactive and Predictive Support through predicting issues, resolving them with minimal human intervention and send proactive alerts to agents
Interactive Intelligent Chatbots for handling structured and repetitive tasks and activities
ESTABLISH BUSINESS AS USUAL (BAU)
KEY SOLUTIONOur journey towards an end-to-end Extreme + Experience Service Desk through empowering end users and
continuous improvement to the support process. The major facets of our solution are
USTGlobal ®
UST Global® is a fast-growing digital technology company that provides advanced computing and digital services to
large private and public enterprises around the world. Driven by a larger purpose of Transforming Lives and the
philosophy of “fewer Clients, more Attention”, we bring in the entrepreneurial spirit that seeks the fastest path to value
in today’s digital economy. Our innovative technology services and pioneering social programs make us stand apart.
UST Global is headquartered in Aliso Viejo, California and operates in 25 countries. Our clients include Fortune 500
companies in Banking and Financial Services, Healthcare, Insurance, Retail, High Technology, Manufacturing, Shipping,
and Telecom. UST Global believes in building long-lasting, strategic business relationships through agile and
client-centric global engagement models that combine local experts and resources with cost, scale, and quality
advantages of global operations.
For further information, contact: [email protected]
Corporate Office: UST Global®, 5 Polaris Way, Aliso Viejo, CA 92656 www.ust-global.com
Phone: (949) 716-8757 Fax: (949) 716-8396UST Global® Copyright © 2019. All Rights Reserved.
COUNTRIES YEARSEXPERIENCE
20,000+19+25+PEOPLE
/USTGlobal /USTGlobal /ustglobalweb /company/ust-global