business challenge:
COMMUNICATION CLARITY & CULTURAL ALIGNMENT
This client was looking for an opportunity to improve their store support and Helpdesk engagement. They also wanted to bring the work back to the U.S. as it was previously performed overseas. This client had no playbooks, no SOPs and no MOPs
Service Delivered:
24/7 HELPDESK SUPPORT
solution:
Store support and Helpdesk engagement from the Provalus team was the ideal solution for this client.
We provided a phased approach:
PHASE 1 (MONTHS 1 – 6)
Increased call handling efficiency from <1.3 calls per hour to >5.1
PHASE 2 (MONTHS 6 – 10)
Moved from 12/7/365 to 24/7/365 Added Incident Management Push and ensure Db updates complete
PHASE 3 (MONTH 10 -18+)
Added critical distribution center support Push and ensure Db updates complete
IMPACT:
- Decreased support costs by 35%~
- MoM improvement in calls handled per FTE based on improved efficiencies/effectiveness
- Ease of working with in-country resources that have business knowledge of the stores and environment
- 24X7 Support across the same dedicated team brings consistency in the quality of support.
