CXC for British multinational hotel and restaurant company

Multi-lingual 24x7 CXC for UK Hotel Chain

Project
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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%



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