Client Profile
A US-based global network and enterprise security company offering an advanced cloud-based firewall platform for network visibility and security.
Client Challenge
The client is in a very competitive segment of the high-tech industry so their ability to deliver quality product support directly impacts their top line. With an increasing number of support scenarios to handle, they found they needed help managing the scale of their service desk operations, heightening delivery risks. They also needed more efficient processes leading to challenges in handling ticketing volume. They also needed more tools and capabilities to manage and secure the enterprise security layer.
Movate Solution
Movate transformed the client’s service desk outcomes by standardizing processes and practices using three delivery drivers:
- TAC Strategy, Roadmap, and Implementation
- Organizational Capability Building
- Continuous Improvement Planning & Service Governance
- TAC Strategy, Roadmap, and Implementation
- Created and implemented a cohesive strategy, including roadmap for managing the client’s 24/7 Technical Assistance Center (TAC) support, including five service levels across US, Europe, India, and Singapore
- Included robust incident management practices to minimize risks in issue resolution
- Automated processes leading to faster resolution of issues and reduction in service downtime
- Organizational Capability Building
- Designed organizational change management and learning plans for TAC agents
- Built and delivered a two-month training program for TAC agents
- Integrated knowledge base to Salesforce CRM updated after every interaction
- Streamlined knowledge management tools to capture, recycle, and reuse information
- Launched refresher training program for agents for new technology updates
- Continuous Improvement Planning and Service Governance
- Created real-time dashboards to track agent performance and identify areas of improvement
- Delivered metric-driven dashboards for real-time performance insights
- Implemented KPI’s to measure outcomes and monitor technical support operations
Business Benefits
- Exceeding CSAT goals: Reached the CSAT goal of 89% against an expectation of 85% due to structured agent training and improved service desk governance
- Reduction in Case Escalations: Automated processes reduced the case escalation rate to less than 2.5% against an expectation of less than 10%
- Faster Case Closures: Achieved closure rate of over 93% with the adoption of knowledge management practices
- Optimized Case Audit Rates: 95% of cases audited and closed due to streamlined processes and control mechanism
Movate, formerly Movate, is a digital technology and customer experience services company committed to disrupting the industry with boundless agility, human-centered innovation, and a relentless focus on driving client outcomes. Recognized as one of the most awarded and analyst-accredited companies in its revenue range, Movate helps ambitious, growth-oriented companies across industries stay ahead of the curve by leveraging its world-class talent of over 11,700+ full-time Movators across 20 global locations and a gig network of thousands of technology experts across 60 countries, speaking over 100 languages.