Itsm 7

This case study illustrating how an intervention MFI "that Senthil Kumar performed for a leading multi-national company has resulted in average

Objective:

During the international mandate Senthil as ITSM Consultant with a Fortune 500 organization, a renowned international customer has requested the consultation to improve its quality of service desk.

Client Background:

This client is a mining company and the construction of the building materials group. The annual turnover of this company is about $ 10 billion.

Challenges:

The client argued that despite their best efforts, an average of 46% of the total internal customer calls in a month has been abandoned or unattended secure. Prior consultation with Senthil, the Service Desk application procedure was such that when an internal client called the helpdesk frontline frontline employees would take the call and try to resolve the query and rank the case, provided that the request was within their scope. On the other hand, for complex queries, the front-line employees of the Service Desk would like to emphasize customer information and connect the call to the technician in question who was in charge of this particular platform. It takes much time and slows the ability of frontline staff "to handle the call volume.

Because of this procedure, all internal caller at a time when a technician was handling a complex query would be to wait in the queue. This has led to much discontent and dissatisfaction among customers. It therefore calls on the quality and levels of service delivery have been well below optimal levels.

They also stressed that employees should have a professional approach to customer service, problem resolution and call management through IT Helpdesk operations. This included a change in attitudes towards a culture of customer service, and also the appropriation.

Solution:

After consultation with the individual managers and employees, Senthil and his team of consultants suggested that the client must make a procedural change in the management of calls to reduce wait times.

It has been suggested that when the internal clients to connect online with IT Service Desk for the sort to a query, they would have to choose among a range of options that meet their computing platform. When this number is pressed on their handset which corresponds to a particular computer platform, the call would be routed directly to get the technician in charge of the same thing. In this way, the waiting time has been reduced. If more than one client calls at the same time need support for a particular IT platform translates the technician is busy, the call would be routed to get people on the front line Service Desk. They would then attempt to resolve the client's request. If the request was beyond their scope, they log the call to the technician concerned.

Results:

In this way, the calls were actually routed, which leads to increase the response rate of customer calls by over 90%. This, in turn, increase call quality and efficiency of IT support provided. It also reduces the burden of logging calls.

Senthil consultation with that agency has also helped strengthen the spirit of customer service employees bring in a change in the attitudes of employees to develop team spirit and a culture of customer service. They also understood the need to handle all queries that came their way.

Conclusion

The client organization was pleased with the results.

Senthil has treated many cases over various organizations during his 9 years with large national multi fate. With his experience he has knowledge.