Investor Presentaiton
Success Story - Leading Logistics Player
Client
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Global Industry leader
Reaching more than 220 countries and territories
Connecting markets comprising over 90% of the world GDP
End to end reach within one to three business days
Challenges
Seeking a Responsive & Reliable IT Partner
Scope
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24x7 Service desk support with Stringent SLA & quick turnaround time
for Incident & Service Request
Multi Location support - 220+ Locations
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Skilled Engineers availability onsite and on demand to manage
220+ Locations within the SLA.
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Solution
allied digital
IT managed. Responsibly.
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Allied Digital services set up a high end and skilled service desk to
provide better FCR.
Trained the resources on Application support and increased the total
FCR to 75%
Mapped trained resources for all the on-site and on-demand locations.
Created a pool of trained Back up engineers to cater to any surge in the
IMAC activities or any attrition.
Created a well-documented SOP and training manuals to quickly
onboard Engineers.
Achieved higher SLA of 99% at the end users by implementing
Continuous Improvement Plans and Governance
Technology Enablers
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Service Desk Ticket Automation.
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Application support training manuals
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24 x 7 Service Desk to support multi-Location and multi-Operation
service window.
Experienced and Multiskilled resources to manage both Infrastructure
and application tickets
Manage Incidents, Service Request and on demand support for IMAC
Governance and reporting
Benefits
© 2023 Allied Digital. All rights reserved
Driving Constant Service Improvement plans across skilled resources.
Implemented CSAT surveys and Genius bars for walk-in tech support.
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Automation of eligible L1 Tickets and hence reduced ticket size.
Improved operating efficiencies which results in smooth functioning of
Business.
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Improved CSAT score from 60 to 78 with improved customer support,
minimizing wait times, offering multichannel support and personalized
responses.
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Awarded extension of managed services
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