$37 Bn appliance manufacturing company in US
Challenge
Service desk and Deskside services end-user devices getting out of warranty. Adhoc depot support required. Password management is a challenge
Scope
- Next Gen Service Desk-offshore to India, Mumbai, dedicated 24x7
- Deployed over 22 senior field service engineers across the US locations including factories and warehouses
- Flexible model to scale up on need basis
- Printer and scanner support across locations
Solution
- Deployed an optimized resource model, with centralized offshore service desk and field dispatch leveraging ITIL processes
Technology Enablers
- Microsoft
- Cisco
- Servicenow
- Cognex
Results
- Excellent CSAT average 4.5/5
- Average time to Answer – 22 seconds
- First contact resolution- 97%
- Value-added procurement process
