CXC for British multinational hotel and restaurant company

Challenge

The main goal for the customer is to increase the efficiency and effectiveness of its business:

· Modernization and improvement of SD

· Increase flexibility and speed in resolving the incidents

· Resource augmentation to maximize productivity and cost

· Increase customer satisfaction

Solution

• IT support for the end users across the customers estate.
• Providing 24x7 German and English support.
• Receive, log, register, route and resolve incidents and service requests, prioritize them and drive them to resolution.
• Handling both software and hardware issues on the first level.
• Manage the communication between end users and resolver groups.
• Monitor and confirm the resolution of Incidents and Service requests.
• Manage knowledge base, work on escalations and problem management.
• Single point of contact for all issues in the customers eco system.
• Supporting large number of devices on all customers locations.

Results

• Stable service throughout the duration of the contract.
• Increased productivity and reduced the headcount, providing a saving to the customer.
• Improved processes which improved ticket handling and quality.
• Major incidents are handled in accordance with escalation matrix.
• No escalations.
• Knowledge Articles are regularly updated, knowledge base maintained on weekly level.
• All SLA’s in green: ASA – 89% ABD – 3% Chat – 99% FCR – 68%