Help Desk Services-I

Customer : A global player involved in distribution activities, with 2100 users across more than 56 locations in US/ Mexico

Customer need : The current Help Desk was already the # 1 Help Desk in the GE world with a high End-user-score*. The key challenge was to transition the Help Desk to India without losing the lead position.

Our solution :

• Aligned dedicated Six Sigma resource at the start of the transition to ensure no slippage on metrics

• Provided value added features like creation of tickets on Web/email, Voice of Customer process, etc.

Results :

• GECIS–IT Services managed to retain the #1 position for the business and took the already high End-user-score to record levels.

• Managed 46% annual cost savings

• The success resulted in the customer giving more business like Critical business application support,and Implementation & Administration of Software distribution service to GECIS–IT Services

*End-user score is a composite key Help Desk metrics of Resolution on First Call, Average Speed of Answer, Abandon rate and Wing-to-Wing yields.

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