A US-based banking institution was unsatisfied with their current outsourced helpdesk provider for L1 support. Significant challenges including long wait times, poor customer service, extremely limited first call resolution were experienced causing very low customer satisfaction. They looked to Emtec to both overhaul and fully manage their L1 / L2 helpdesk on their platform of choice.
Challenge
Solution
Emtec not only provided a more mature helpdesk support model but also stood up a hybrid service desk with near shore L1 agents complimented by remote on call L2 resources in the client’s local market using experienced service desk personnel in under 1 month - in the middle of a pandemic. The solution included:
- Analysis of current Service Now platform and processes
- Creation of a catalog of standard operating procedures (SOPs) for quicker resolution of commonly occurring L1 and L2 incidents
- Smart escalation of L3 tickets with complete case data for more efficient use of expensive customer subject matter experts
- Leverage of Emtec’s call distribution system to manage incoming support calls seamlessly
- Extensive transition plan which did not involve incumbent vendor until the 100% cutover day
- Staged transition with gradual cutover of helpdesk calls from 20% call volume during testing phase, progressively increased to 50%, 70%, up to 100% for full transition
- Enhanced KPI metrics established with weekly executive level reporting
Results
Emtec’s creative solution design, comprehensive helpdesk methodologies and staged transition plan resulted in a smooth transition and positive experience with no impact to service levels. Substantial benefits realized include:
- First call resolution increased by 15% by the end of the 1st week and by 60% by the end of the 2nd month
- Improved L1 and L2 resolutions have reduced L3 ticket escalations
- Substantial increase in customer satisfaction levels from a previous score of 1 to a 5.75 out of 6
- A 68% reduction in the number of incorrect or incomplete L3 escalations in the first 3 months of operations.
- Client is well positioned to expand functionality with self service capabilities to further reduce time to resolution
With the increase in L1 andL2 resolutions, the client’s L3 team can now focus most of their time on critical initiatives that will prepare the organization for digital transformation.
Industry
Financial Services
Revenue
$3.5 Billion
Headquarters
New York, NY
Employees
9000+
Business Impacts
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1st week - first call resolution increased by 15% -
End of 2nd month- first call resolution increased by 60%
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Goal of 90% first call resolution within 6 months of transition
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Customer sat scores increased from 1 to 5.75 out of 6
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