CHALLENGE

A Fortune 500 global network broadcast corporation consisting of more than 10 different business entities encountered a surplus of challenges including an outdated help desk model supporting their end-users and unnecessarily lengthened timelines for problem resolution. Each business entity had its own help desk with disparate SLAs, knowledge bases, and tools resulting in a lack of standardization across the organization. This created massive technical debt as they leveraged a combination of costly tools, an outsourced vendor, and full-time employees (FTEs) to support their multiple help desks while seeing a degradation in customer satisfaction (CSAT) scores from their end-users.

SOLUTION

With clear evidence of their plummeting CSAT scores and rising costs associated with the current model, the client knew they needed to find a solution that would improve their customer satisfaction and support efficiency. Partnering with Provalus allowed the client to implement a unified, global service desk that was designed with ITIL, continual service improvement, and knowledge-centric services best practices. Not only did this provide excellent customer satisfaction, but lowered costs and improved median time to resolve (MTTR) from 49 hours to 5.5 hours.

$4.4 million

annual savings since Provalus go-live

81%

reduction in average support ticket resolution time

THE PROVALUS DIFFERENCE

Provalus is people-centered. We hire dedicated, US-based individuals who are billed at sub-US onshore rates. We are revitalizing rural communities while providing our customers with the best possible talent. By joining us on our mission to revitalize rural America, our clients help us breathe new life into every small town we call home by creating numerous IT careers.

Upon immersing ourselves in the client environment, we quickly learned of the challenges with their support model and knowledge management. Leveraging our Knowledge Team, Provalus uncovered that the client’s outsourcing partner of 15+ years had not optimized their knowledge, letting articles age without updates for an average of 2 years and including no metadata for keyword search. Additionally, the client’s separate business entities all had their own knowledge management tools aside from the main ITSM tool. Provalus optimized the situation by retiring unviewed and outdated knowledge while bringing articles from other tools into the picture and implementing keyword metadata to help improve search. Because of these improvements, our newly established global service desk was able to govern support requests that the previous vendor was unable to fulfill.

With knowledge improved, Provalus then focused on implementing our quality assurance solutions into the client environment. Focused on SLA and KPI improvement, Provalus QA provided proactive monitoring and call flagging to provide individualized coaching for agents facing challenges, ensuring continuous improvement. This implementation resulted in an immediate increase in CSAT scores from the client’s end-users.

83%

reduction in time to process Account Management Tasks

68%

reduction in time to process PW/MFA tasks

RESULTS

With their new efficient support model and framework provided by Provalus, the client has improved their overall performance. They are now able to identify areas of work, like service catalog tasks, that could be shifted to the service desk team to work during off-peak times, which optimized utilization and improved the service level response time to the customer base. The average tenure for Provalus agents on the client’s team is 1.5 years.

The client was able to cut out unnecessary time spent on Identity Access Management (IAM) and Password/Multi-factor Authentication (PW/MFA). The previous time to process account management tasks was over 16 hours, but Provalus reduced that time to less than 3 hours, an 83% cost and time reduction. The client’s time to process PW/MFA tasks was previously 15 hours, which was reduced to 4 hours, a 68% cost and time reduction.

Improving the client’s process resolution times not only increased efficiency but helped them gain credibility and customer satisfaction. Resolution times have continuously improved quarter-on-quarter since 2020 and Provalus has consistently increased our volume of tickets closed. Provalus also saved the client $4.4 million annually by merging multiple support desks into one streamlined support desk across the entire organization.

Now over two years into the partnership, Provalus has continued to provide Shift Left opportunities for the client not only with our outstanding CSAT, SLA, and KPI performance but also the utilization of automation into the client environment. Our ServiceNow practice fine-tuned the client’s AI bots to complete additional types of service requests and resolve more incidents in the client’s communication tool to drive out calls and increase self-service. 

Want to join our mission and take the first step toward improving your resolution times?

Contact us at info@provalus.com to get started!