Initiated a Customer Management Desk & L1.5 IT Helpdesk for a Global Real Estate Management Firm

About the client

A Global Real Estate Management Firm

Challenges

• Fragmented customer support leading to inconsistent service experiences.
• High volume of routine issues such as password resets, account unlocks, and app navigation queries.
• Limited coverage across APAC and EMEA regions, impacting response times.
• Need for a dedicated L1/L1.5 desk to handle order management, invoice systems, and reporting tools.
• Lack of streamlined service operations for premium US customers, causing delays in order logging and vendor coordination.
• Inefficient triaging of support requests, delaying downstream finance processes.
• Complex coordination with vendor partners for work order completion.

Approach

• Dedicated L1/L1.5 Desk: Established a customer-facing service desk to manage routine issues related to order management, invoice systems, and reporting tools, ensuring faster resolutions for APAC and EMEA users.
• Standardized Issue Resolution: Streamlined processes for password resets, account unlocks, and app navigation/guidance to minimize user disruptions and improve productivity.
• Regional Coverage: Enabled comprehensive support coverage tailored to APAC and EMEA time zones for enhanced responsiveness and accessibility.
• Service Operations Desk for US Customers: Set up a dedicated desk to log orders, coordinate vendor support, and ensure timely work order completion, aligning with downstream finance processes.
• Proactive Triage and Escalation: Improved triage mechanisms to prioritize and escalate critical issues, ensuring faster resolutions and reducing delays.
• Vendor Coordination: Enhanced collaboration with vendor partners to accelerate service delivery and ensure seamless workflow across all regions.
• Performance Monitoring: Implemented real-time tracking and performance analytics to maintain service efficiency and meet SLA commitments.

Solution

One-Stop L1.5 Desk (Chat, Email, and Voice Support)
• Tools Used: ITSM, Chat, and Email: Salesforce, Zendesk (for break-fix issues) Telephony: RingCentral
Key Highlights:
• Established a 19-member cross-skilled team to support 10 customer-facing applications.
• Created comprehensive SOPs and resolution guides for frequent issue types.
• Reconfigured Salesforce and Zendesk for optimized queue management and ticket routing.
• Deployed Auto Agents for intelligent ticket routing, CSAT capture, and advanced analytics for SLA tracking and ticket volume prediction.
• Implemented proactive outage monitoring with real-time alert mechanisms and broadcast notifications.
• Launched GenAI chatbots to enable self-service capabilities, with full deployment planned for the upcoming quarter.
Centralized Facility Management Service Operations Desk (FS Ops Desk)
• Tools Used: Telephony: SameSpace (Innover Setup)
Key Highlights:
• Established a dedicated 17-member team to manage voice support operations.
Scope of services included:
• Creating and tracking work orders, ensuring vendor acceptance.
• End-to-end customer management services, including emergency order processing and vendor coordination for fulfillment.
• Completion of mandatory financial documents for downstream processing.
• Automation and analytics with Auto Agents for vendor assignment, CSAT/NPS capture, and BI dashboards to track order performance, SLAs, and KPIs.