IT EXPENSES REDUCED BY 35% AND CSAT SCORE IMPROVED FROM <70% TO >90%, THROUGH EVOLUTION-BASED ITERATIVE TRANSFORMATION APPROACH

Know More

CLIENT

A leading multinational logistics and services company with global import and export business was facing below mentioned challenges -

• Process and product management

• IT L2 support streamlining

• Application modernization

• Incident and problem management

• Need to stabilize and standardize operations

• Improve customer satisfaction

• CMDB and KEDB management

• Integrated support model and governance

SOLUTION

Through Mphasis’ Application Management Services (AMS) that leverages NextSTEP and InfraGenie™ for automation, we helped the client in -

• Achieving service delivery ownership and accountability across service towers, and commitments beyond SLAs

• Improving transparency through real-time dashboard and continuously driving KPIs to industry best practices

• Delivering additional services and managing more applications at the same cost by Year 3

• Transition of new apps at no additional cost

BENEFITS DELIVERED

• Ticket volume reduced by 25-30% within one year of engagement

• IT expenses reduced by 35%

• End user satisfaction improved which was highlighted through CSAT score (increased from <70% to >90%) and abandon call rate (reduced from >29% to <4%)

• Operational performance improved (backup success increased from <65% to >99% and incident resolution SLA improved from 66% to 99.6%)

• Application availability improved from <85% to 99%

• Scalability increased for teams as FTEs were made available on demand

• Improved knowledge management and retention