
Multi-lingual 24x7 CXC for UK Hotel Chain
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
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Stable service throughout the duration of the contract.
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Increased productivity and reduced the headcount, providing a saving to the customer.
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Improved processes which improved ticket handling and quality.
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Major incidents are handled in accordance with escalation matrix.
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No escalations.
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Knowledge Articles are regularly updated, knowledge base maintained on weekly level.
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All SLA’s in green:
ASA – 89%
ABD – 3%
Chat – 99%
FCR – 68%