
Multi-lingual 17x7 CXC for Irish Clothing Retailer
Challenge
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The main goal for the customer is to increase the efficiency and effectiveness of its business. It included:
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Modernization of SD
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Automation
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Innovation
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Flexibility
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Increase speed in resolving the incidents and providing more time for their employees to be focused on work.
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- Also, the company needed to gain maximum possible benefit and expertise.
Solution
IT service support for the end users. 17x7 coverage in 3 languages, English, Czech and Slovenian. Receive and register incidents, prioritize them and drive them to resolution. Manage communication between users, resolver teams, 3rd parties and the customer. Confirm resolution of all incidents. Manage knowledge base, escalations BRM, MIM and problem management.
The single point of contact for the stores. Handling service requests and incidents for both software and hardware. Managing rollouts (changing entire layout of existing stores) and new store/market openings (opening brand-new stores). Supporting large number of POS and non-POS devices in the stores as well as POS software and admin PC’s.
Results
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Stable service throughout the duration of the contract.
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Increased agent productivity by 18%
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Improved processes and procedures which led to better ticket handling and quality.
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Major incidents are handled in accordance with escalation matrix.
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All major incidents handled according to the escalation matrix and escalation process improved together with the customer.
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No escalations.
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All Knowledge Articles are regularly updated by a dedicated knowledge manager.
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All SLA’s in green:
ASA – 93%
ABD – 2%
Chat – 97%
FCR 72%