The Business Challenge
Enhance staff productivity, absorb increased staff acquired as part of M&A activity, and reduce associated costs.
End User Services, including Service Desk, Field Support, and Remote Network Monitoring Services support in 8 languages across 6 Managed Service Centers; supporting ~11,000 employees in over 40 countries.
Results and Benefits
- Exceeded the target of 90% first call resolution rate, ensuring reliable services to customers
- Provided a fully predictable and budgeted cost for End User Support, allowing the client to focus on more volatile investment-related areas that are directly affected by fluctuating oil prices