Next-Gen Service Desk for $37-Bn Appliance Manufacturing Company in the US

Next-Gen Service Desk for $37-Bn Appliance Manufacturing Company in the US

Challenge

Service desk and Deskside services end-user devices getting out of warranty. Adhoc depot support required. Password management is a challenge

Scope

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    Next Gen Service Desk-offshore to India, Mumbai, dedicated 24x7
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    Deployed over 22 senior field service engineers across the US locations including factories and warehouses
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    Flexible model to scale up on need basis
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    Printer and scanner support across locations

Solution

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    Deployed an optimized resource model, with centralized offshore service desk and field dispatch leveraging ITIL processes

Technology Enablers

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    Microsoft
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    Cisco
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    Servicenow
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    Cognex

Results

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    Excellent CSAT average 4.5/5
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    Average time to Answer – 22 seconds
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    First contact resolution- 97%
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    Value-added procurement process

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