Two specialists took calls from office employees in Saint-Petersburg and, simultaneously, provided on-site support. Local administrators worked in another five cities.
“We didn’t have accurate statistics for applications because our users preferred contacting local specialist rather than registering their requests. That’s why we were not able to estimate our load and had no idea of the most frequent requests from our customers. Herewith, sometimes we just needed to reboot a computer and carefully read a message on the screen”, says Service Manager of the Company.
Key Challenges
- Thus, the following tasks were posed for ICL Services team: reduce costs; switch to remote processing of majority requests; minimize on-site visits of specialists and their presence in the office.
- Requirements for IT infrastructure support: call feedback time — 30 seconds; mail feedback time — 4 hours; coming of an employee on the next business day or within 4 hours for high priority requests; user satisfaction estimation — at least 8 on a 10-point scale.
Solution
Implemented our solution
- The Customer switched to the outsource IT-infrastructure support, almost waived the services of local IT-specialists and entrusted them business tasks of higher priority.
- We received 4200 applications from our users in the period from November to May.
- In the first month, average rate of Service Desk team was 8.91 of 10.
- Most our users note positive trends. They have clear understanding of the fact that they can call and solve their problems by phone.
Results
Services provided
Other projects in the sector
