The client’s IT department identified significant shortcomings in its incident management customer experience, which stemmed from the absence of well-defined, standardized operational procedures and a lack of required employee expertise. Without a consistent approach to handling incidents, the team struggled to provide reliable and efficient service, resulting in inconsistent responses, delayed resolutions and increased frustration among users.

Also, insufficient employee skillsets meant that many incidents were not addressed with the required proficiency, further impacting overall service quality. These challenges highlighted the urgent need for structured processes and comprehensive staff training.

The client sought to improve their customer experience through standardized incident management operations, availability of the right skills and zero-touch support. They also wanted to reduce incident volume through effective problem management and reduce IT costs, all while seamlessly transitioning to the new incident management model with zero business disruption.

Achieving a “zero-touch” support environment, where incidents could be resolved automatically or with minimal human intervention, was a central goal to streamline operations and increase user satisfaction.

Additionally, the client wanted to significantly reduce the overall volume of incidents by adopting robust problem management practices.

HCLTech implemented a multi-pronged strategy.

Prong 1: We established two dedicated service delivery centers — one for peak shift voice calls in English and another for non-voice contacts. These centers operate 24/7/365 and support five languages.

Prong 2: We standardized and streamlined the critical incident management process by integrating email with CRM for automated ticket creation, reducing contact volume to the service desk, integrating ITSM to support multi-vendor and multi-tool environments and implementing 30+ service improvement plans (SIPs).

Prong 3: We improved SIAM by centralizing service operations across vendors, enabling better coordination and accountability and supporting multilingual, multi-location service delivery.

Prong 4: We virtualized 40% of the physical environment, automated CRM to reduce manual ticket handling and optimized alerts and problem management.

Prong 5: We upskilled the client’s employees in critical incident handling, SIAM practices, CRM and ITSM tools and multilingual support protocols.