The Customer for the project is a leader in the development, production and distribution of ophthalmic lenses, frames and sunglasses, headquartered in Central Europe.
The company has been on the market for over a hundred years and now has branches almost all over the world, including 12 in Russia.Having analyzed its internal technical support service, the Customer came to the conclusion that a number of indicators were not at a satisfactory level:
- the rate of response to phone calls was 71%;
- the ITSM system response time was 87%;
- the request resolution time was 79%;
- the rate of incident resolution during the initial call was 19%;
- the level of user satisfaction was 79%.
Key Challenges
- Modify the first line of response. Ensure a 98+% acceptance and response rate of calls via telephony and ITSM systems.
Implemented our solution
One month was set aside for exploring the company's IT infrastructure, and work started in December 2021.
The plan consisted of three phases:
- Studying the company's internal processes, materials and knowledge base.
- Working with users under the Customer team's supervision.
- "Going out in the field" and independently providing support for all services and business applications.
The ICL Services technical support team consisted of 6 people on line 1 and provided service to over 450 users 24/7. Their duties included taking calls, advising employees on issues, and, if necessary, escalating the request to more niche specialists on line 2 or 3.
The ITSM system received about 1,300 requests and 120-130 calls every month.
The range of the team's tasks was very wide:
- support for users and developers of business applications: granting access, carrying out initial diagnostics, connecting to global customer support;
- administration of peripheral equipment: modems, scanners and printers for labels and trademarks;
- 1C administration: access and data exchange;
- administration of corporate systems: Google Workspace and Microsoft 365.
Thanks to competent task distribution, team multifunctionality, and a streamlined database, our specialists were able to increase request acceptance rate and speed up issue resolution.
Additionally, the Global Office decided to migrate corporate systems from Google Workspace to Microsoft 365 over the course of the year. Incidents during the data transfer were handled by the technical service at the headquarters, but support for users from Russian branches was entrusted to ICL Services. This included communication with employees and help with setting up passwords and logging into the system.
During this period, a gross number of requests was created: up to 50 requests per day, not counting the current tasks. Thanks to the well-established processes, the migration was successful, with no loss of data.
Products and technologies
- OTRS
- MicroSIP
- 1С
- Microsoft 365
- Google Workspace
Results
- In just a short time, we immersed ourselves in the company's business processes, modified the first line of response, and fully met the Customer's expectations.
- Call response rate grew from 71% to 97.8%.
- We worked on request response time in the ITSM system, improving it from 87% to 99.1%.
- Issue resolution rate for all lines rose from 79% to 99.3%.
- We also raised the share of issues resolved during the first call on line 1 from 19% to 66%.
- The user satisfaction rating increased from 79% to 97%.