Overcoming IT challenges with 24/7 Bilingual Talent
Overcoming IT challenges with 24/7 Bilingual Talent
Our case study presents a real-life scenario where strategic IT outsourcing effectively bridged capability gaps in IT and ensured the availability of round-the-clock quality service. Dive into the details below to see how IT outsourcing transformed operational challenges into opportunities for growth and performance enhancement and discover how it could redefine the trajectory of your business operations.
CLIENT PROFILE
BDO Solutions is providing IT Service Desk services to a company that either operates or provides services to businesses all over the world. The company generated 45,866 Level 1 tickets in 2023. Each business entity manages its operations and IT systems independently and enterprise data is spread across disparate systems.
BUSINESS CHALLENGES
The client faced significant challenges including:
OUR SOLUTIONS
BDO Solutions implemented a comprehensive IT Service Desk to address these challenges:
RESULTS ACHIEVED
CLIENT PROFILE
BDO Solutions is providing IT Service Desk services to a company that either operates or provides services to businesses all over the world. The company generated 45,866 Level 1 tickets in 2023. Each business entity manages its operations and IT systems independently and enterprise data is spread across disparate systems.
BUSINESS CHALLENGES
The client faced significant challenges including:
- Round-the-clock high-quality service delivery and business continuity across various geographies.
OUR SOLUTIONS
BDO Solutions implemented a comprehensive IT Service Desk to address these challenges:
- Technical IT Service desk: Establishment of a technical helpdesk that support 150+ relevant entities through omni channel
- Knowledge Management: Creation of Knowledge-Based articles for each category of requests to ensure faster resolution times and better customer service
- Training and Onboarding: Reviewed and enhanced the training plan for smoother onboarding of new joiners, ensuring they are well-prepared to meet client needs.
RESULTS ACHIEVED
- Enhanced operational efficiency, scope, speed, and accuracy
- Improvements in quality and consistent adherence to Service Level Agreements (SLAs)
- A Client Satisfaction (CSAT) score of 99.8%, reflecting our commitment to exceeding expectations.
| Are you ready to explore how IT outsourcing can transform your business operations? Contact us today to learn how we can tailor our solutions to meet your unique needs and help you achieve similar success. |