Challenge / Goal
A U.S.-based banking institution was unsatisfied with their current outsourced help desk provider for L1 support. Significant challenges included long wait times, poor customer service and extremely limited first call resolution resulting in very low customer satisfaction. The company looked to Bridgenext (formerly Emtec) to overhaul and fully manage their L1/L2 help desk on their platform of choice.
Solution
Bridegnext not only provided a more mature help desk support model but also stood up a hybrid service desk with nearshore L1 agents complemented by remote on-call L2 resources in the client’s local market. 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 Bridgenext’s call distribution system to manage incoming support calls seamlessly
- Extensive transition plan which did not involve the incumbent vendor until the 100% cutover day
- Staged transition with gradual cutover of help desk calls, progressively increasing from 20% call volume during the testing phase to 50%, 70% and up to 100% for the full transition
- Enhanced KPI metrics established with weekly executive-level reporting
Results
Bridgenext’s creative solution design, comprehensive help desk 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 first week, 60% by the end of the second month and 90% within six months
- 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 three months of operations
- The ability to expand functionality with self-service capabilities to further reduce time to resolution
- Freeing the L3 team to focus on critical initiatives versus L1 and L2 resolutions
