Customer
An India headquartered multinational steel manufacturing giant and has operations in 26 countries and have a commercial presence in over 50 countries with employees across five continents. It is Europe’s 2nd largest steel producer.
Business Objective
- Provide a scalable skilled resource pool
- Innovation delivery model taking advantage of Automation, Self-Healing, and Auto healing.
- Support Data & Analytics
- Tool Rationalization
- Infrastructure Modernization
Scope of Services
- Multilingual Technology WPS
- Application Service Desk – 24×7 Service desk support for 300+ applications delivered from 4 client locations in India.
- On Premise Support in 3 client manufacturing locations across India
- Dedicated Operations Management Centre at Mumbai office
- Delivery Locations: 4
- Volumetric Data: 29,000 tickets/ monthly; 40,000+ Users; 4 Contact mediums
- English + Indian Languages support
Benefits
- Dedicated Regional Service Delivery Model
- Business aligned Smart Ops to focus on Self Service, Self-healing, and auto healing
- Unified Operation Centre that Service Desk L1 & L1.5 and Tool Consolidation
- SmartOps rollout for Monitor, Detect, and Resolve proactive events across tracks,
- Digital Services Hub – Single Point of Accountability
- Process Efficiency – through SOPs and improved FCR
Impact
- 95% Reduction in time for gate pass
- 20% Increase in First Call Resolution
- Consolidation of two different Service Desks resulting in a Centralized service desk – giving the client a single source of accountability