SERVICE DESK/SERVICE MANAGEMENT AND RIM SERVICES
Belgium Biotechnology Company
Challenge
Belgian based, global immunology company committed to improving the lives of people living with severe autoimmune diseases. Translating immunology breakthroughs into a world-class portfolio of novel antibody-based medicines.Customer’s biggest challenges was an exponential growth across three locations (Belgium, US and Japan). Customer was not happy with their previous provider and wanted to increase their maturity.
The main goal for the customer is to increase the efficiency and effectiveness of its business:
· Centralization of IT support and services
· Modernization of services
· Increase resolution rate and speed, reducing the down time of employees
· SPOC for all L1 issues
· Cost effective solution
· Provide expertise in IT to provide end-users more time to focus on research
· Update and maintain the knowledge base
· Increase customer experience
Solution
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Setup a 24x7 SD, to support end-users in Belgium, US and Japan.
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Provided highly experienced resources to provide top-of-the-line support due to the specific needs and industry of the customer.
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Introduced high call and chat SLAs to improve ASA and FCR without putting the quality at risk. Introduced quick macros for agents to cut down the time spent on a ticket creation without missing important information.
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Identified and supported 90 VIP users.
Results
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Stable service throughout the duration of the contract.
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Created VIP user queue to minimize down time of key personnel.
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Improved processes and procedures which led to better ticket handling and quality.
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Onboarded and trained end-users during the customers growth period from 200 to 1000 employees.
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Increased customer satisfaction.
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No escalations, no major incidents.
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All Knowledge Articles are regularly updated, knowledge base maintained and checked on daily level by a team manager.
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All SLA’s in green:
ASA – 95%
ABD – +-1%
FCR – 96%
