The Next Applied
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INTEGRATED NEXT-GEN SERVICES FOR THE WORKPLACE 

Mphasis End User Support Services is invisible IT at its best

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MPHASIS END USER SUPPORT SERVICES

 

Imagine a world where information is available on demand and accessible through hyper-personalized delivery mediums. These are digital and intelligent enterprises for the user. Picture an integrated next-generation end user support service (EUSS) that actively elevates user experience and business perception of IT.

The Mphasis next generation of End User Support Services leverage the best of artificial intelligence (AI), intelligent automation, and operational excellence. We use our patented Front2BackTM approach in tandem with existing core systems to deliver EUSS solutions customized for each client.

TRANSFORMING THE IT WORK ENVIRONMENT

We synergize information technology (IT) and business service level agreements (SLAs) and user insights to design ‘value-play’ metrics. These metrics address our clients’ specific needs for productivity, cost of service, speed of response, and persona-based service alignment. We conduct research on how and what the user wants to consume and implement customized solutions for the client without a rip-and-replace approach. And then, we leverage existing core system capabilities to transform user experience.

 

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ALIGNING IT TO BUSINESS SUCCESS

 

Single Point of Contact

• Centralized service desk
• Best shore delivery
• Client university for cultural alignment

Single Point of Contact

Cost Optimization

• Cognitive text and voice bots
• AI and cognitive automation

 

Cost Optimization

Global Deskside Support

• Nuanced understanding of different businesses
• Mobility-enabled quick response

Global Deskside Support

User Experience Elevation

• Cognitive text and voice bots
• AI and cognitive automation

User Experience Elevation

Shift-left Approach

• Remote device troubleshooting
• Robust knowledge management 

Shift-left Approach

End-point Engineering and Compliance

• Win10 leveraged as desktop as a service
• Monitoring of end point performance
• Operating system image and patch management

End-point Engineering and Compliance

Easy Access to Support

• Phone and chat
• Self-service portal
• Kiosk and user success clinics
• Vending machines

Easy Access to Support

Predictable Outcomes

• 40+, end user, support-specific standards
• Lead measure dashboard and analytics

Predictable Outcomes

POWERFUL ENABLERS OF BUSINESS OUTCOMES

 

Significant Cost Savings

• Enhance self-service models by 26 percent 
• Automate workflow to reduce cost by 17 percent 
• Improve ticket deflecting up to 25 percent by using bots
• Reduce L2/L3 dispatches by 50 percent
• Provide analytics with actionable insights

Significant Cost Savings

Right-size Partner Focused on Managed Service Delivery

• Guarantee 95 percent of delivery in a managed service model 
• Follow a tool and product agnostic approach
• Expert technology stack experience that augments our end user support services
• Flexible approach that is tailored to support models for business success

Right-size Partner Focused on Managed Service Delivery

High User Productivity and Efficiency

• Reduce PWD contacts by 90 percent
• Minimize end user tickets by 60 percent
• Reduce mean time to resolve with end-to-end ticket ownership by 50 percent 
• Manage service experience as an integral part of end-user service

High User Productivity and Efficiency

Speed and Scalability

• Meet spikes in business demands at reduced costs
• Deliver simple but effective solutions 
• Leverage technology to unlock latent capacity and normalize spikes

Speed and Scalability

SUCCESS STORIES