The customer is a multinational energy corporation headquartered in US.
Customer’s business was struggling due to lack of integrated and efficient IT service delivery, absence of a clear vendor engagement model, locally optimized non-standard processes and fragmented model of multiple support groups and regional service desks. HCL conducted a detailed analysis with phased approach of transition, stabilization & transformation to chart out client’s journey with quantifiable milestones.
Download the detailed case study to know how HCL guided the customer in transitioning from fragmented regional support model to one global centralized support model ensuring minimum risk transition
Some key benefits realized were:
- Consolidation of 125+ support groups and regional service desks into one enterprise service desk leading to improved service quality and operational excellence
- Chat support tool implementation led to significant increase in incident handling capacity with chat response rate of more than 90%