CASE STUDY AT-A-GLANCE
IT SUPPORT MODEL TRANSFORMATION
WITH SPS
THE CHALLENGE
The client’s business growth demanded a “Follow the Sun” support model that they lacked the resources to support. This required global remote and on-premises 24X7 response, formal service management, premium service levels, and innovative engagement.
THE REQUIREMENTS
24x7 Support
Global remote and on-premises, 24x7 response.
Governance & Management
Formal service management.
Premium Service Levels
Proactive premium SLAs & persona support tiers.
Innovative Engagement
Innovative working style to support global teams.
THE SOLUTION
Implement an on-premise, U.S.-based service desk team with increased capacity.
Expand the service desk to EMEA and APAC regions in a “follow the sun” approach.
Transform the service desk into an integrated, 24x7 hybrid remote support team.
THE OUTCOME
CSAT Service Desk Score Improvement*
↑ 95%
First Contact Remote Resolution Support
< 50 % → 85%
Decrease in service desk cost
↓ 14%
*Metric improvements based on 2019 service desk assessment benchmark.
THE FULL CASE STUDY
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