They use laptops, tablets, and specialized software in their work, all of which must be supported and regularly maintained. Central office employees (1,000 people) have similar needs.
We took over the remote and local technical support for users and offices at the company.
Key Challenges
- Organizing remote user support via Service Desk on 3 lines;
- Providing on-site support for all platforms of the customer's presence in the CIS.
Service Desk
Overall, we provide support to 3,000 users — 1,500 medical representatives, 1,000 office employees, and 500 employees of the company's representative offices in the CIS countries.
The issues that users encounter depend on their specialization. Medical representatives may have difficulties working with Veeva and MI CRM systems, while office employees may need help with accounting software — 1C, BPM and DSS-systems, etc. Additionally, we get many requests for setting up and troubleshooting Microsoft Office and Zoom.
Users often call support when they encounter problems with driver setup, peripheral equipment, or media content management applications.
Users can call by phone, write to support via Teams, or contact tech support through the ServiceNow portal. The Service Desk works 5 days a week and 12 hours a day. On average, our tech support specialists handle about 200 requests per day and about 4,000 per month.
All requests are divided by priority:
- Low priority — must be processed in 4 hours and dealt with in 5 workdays;
- Average priority — must be processed in 2 hours and dealt with in 3 workdays;
- High priority — must be processed in 30 minutes and dealt with in 8 hours.
Requests are sent to the ServiceNow ITSM-system and transferred to the first line of the Service Desk. There, a tech support specialist solves the problem by providing consultations or connecting to the device remotely via TeamViewer or Zoom. There are 8 support specialists on the first line and they solve 80% of all requests.
If the first line could not solve the issue, the request is redirected to the second and third lines. They consist of more than 20 teams, each specializing in a particular application. If necessary, Service Desk operators themselves can communicate with specialists of the global team.
Our Service Desk has been with the company since 2015. During this time, the global team of the customer transformed its tech support strategy, in part thanks to advisory services from ICL Services. Moreover, the customer planned to make tech support more centralized, but the central office of its Russian division (where ICL Services provides tech support) decided to keep local support in Russian, due to positive feedback and all SLAs being fulfilled.
On-site Support
ICL Services has teams of specialists in the central offices of the company in Russia and the CIS, as well as at one of its factories, where we provide on-site support.
Local support specialists help with hardware-related problems: replacement and repair, adding more RAM, OS setup, and issuing and receiving hardware. Time to solve local issues ranges from 4 hours to 2 days, depending on the priority.
The on-site team also provides support for meeting rooms. If the equipment cannot be repaired on-site, specialists send it to the ICL Services center. On-site specialists are in charge of the equipment warehouse: they keep records, accept, and dispose of equipment.
We also introduced VIP-support service for the company's upper managers.
On average, on-site support teams handle about 300 requests per month.
Q&A Sessions
To increase user satisfaction, the value of support, and reduce the number of requests to tech support, ICL Services implemented a staff training program together with the customer. For this purpose, Service Desk specialists of the first line hold Q&A sessions once a month for all employees of the company. These sessions mainly concern working with various applications,
but Service Desk organizes additional training for situations when new software is being introduced. For example, ServiceNow specialists arranged three training sessions per week for one month, created guides, and provided additional support during the migration to a new platform.
Products and technologies
- ServiceNow;
- Microsoft 365;
- Zoom;
- Asterisk;
- Sharepoint
- Zscaler;
- Veeva;
- MI;
- Intune;
- AirWatch;
- 1С;
- Wrike and others.
Results
- ICL Services provides full-scope tech support in Russian. This allows problems to be solved more quickly, without having file requests to global support, which reduces idle time of equipment and downtime of business processes. In cases where global support is needed, ICL Services specialists take care of the communication.
- The first line of Service Desk solves 80% of all incoming requests. This reduces the shipping costs for the customer and allows other support teams to focus on more important tasks.
- Employees of the company are trained by Service Desk specialists. This makes them more confident in using technologies and software, reducing the workload of tech support teams.
- Due to excellent service quality, the customer decided to delegate all tech support in the Eurasia region to ICL Services.