Driving Continuous Improvement in the Manufacturing Sector

Challenge

A global agricultural cooperative of family farmers had previously outsourced IT Service Desk support to an insufficient offshore vendor. They needed a transparent, onshore partner who could go beyond meeting Service Level Agreements (SLAs) and proactively drive ongoing program improvements, working collaboratively with their full-time employees—this is where Provalus stepped in.

Offshore Service Desk performance deficiencies:

Critically low customer satisfaction, unresponsive support, and metrics lacking credibility

ERP transition complexity, including:

17 additional Enterprise Resource Planning (ERP) support teams, increased urgency, and challenges

Solution

Provalus rapidly stabilized and transformed the Service Desk into a high-performing operation. This foundation enabled a scalable, value-driven partnership that expanded in scope and impact.

Rapid Launch:  Achieved full operational readiness in <30 days  Knowledge Base Transformation:  Rebuilt from 42 outdated articles to 307 KCS-compliant resources  Sustained Performance:   No attrition within the first year, ensuring continuity and quality Partnership Expansion: Engagement scaled to include Identity Access Management (IAM) following program success Executive Visibility & Reporting:  Custom dashboards used daily by C-Suite leadership Continuous Service Improvement: Ongoing identification of process gaps and efficiency gains

IMPACT

Provalus goes beyond consistently exceeding all SLAs for 11 consecutive quarters by proactively identifying and resolving issues, including:

• Reduced hardware onboarding: 1 day → 1 hour
• Automated termination audit logs; increased efficiency
• +63% CSAT gain over prior provider
• Updated 71 knowledge articles in Q1; enhanced productivity
• Increased closed 1st level tickets 30% YoY; enabled faster resolutions—without adding headcount

The team delivered these improvements and positive results through the seasonal harvest surges and a complex ERP migration without missing a beat.