Established a Global Technical Service Desk for an IT & Network Equipment Manufacturer

About the client

Major IT & Network Equipment Manufacturer

Challenges

• Lack of centralized service desk leading to inefficiencies and delayed resolutions.
• Inability to effectively track SLA adherence and key performance metrics.
• Complex operations requiring dispatch of parts and technicians across geographies within strict SLAs.
• Limited transparency and traceability of end-to-end service processes.

Approach

• Conducted a comprehensive assessment of the client’s existing service desk operations, identifying key pain points and inefficiencies.
• Developed detailed workflows for each service desk level (L0, L1), the dispatch desk, and the RMA desk to streamline the end-to-end ticket resolution process.
• Designed a centralized service desk model tailored to the client’s global operations, ensuring seamless coordination and SLA compliance.
• Leveraged technology and automation to eliminate manual processes, reduce turnaround time, and enhance service transparency.

Solution

Innover established a centralized and integrated service desk with a dedicated team to manage the end-to-end receipt-to-resolution process. The solution included:
• L0: Receipt, categorization, and acknowledgment of tickets.
• L1: Initial troubleshooting, root cause identification, and identification of failed parts requiring replacement.
Dispatch Desk: Identification of parts and their shipping locations, along with dispatching technicians closest to the client’s location.
RMA Desk: Retrieval of failed parts and coordination of reverse logistics.
Technology & Automation:
• Created a central digital command center to orchestrate end-to-end processes and ensure SLA compliance.
• Integrated the client’s ITSM platform with logistics portals and field engineering service providers.
• Automated L0 processes and entitlement checks.
• Deployed bots for part dispatch and tracking of engineers and parts.
• Implemented an After-Call Work (ACW) Closure BOT to record customer feedback, confirmation, and CSAT.