Synopsis
The client needed to reduce the costs of the customer and end-user support while delivering a streamlined, interactive service experience. To accomplish this, the client wanted to implement an agile, next-generation workplace environment, with minimal business disruption. Coforge delivered a future-proofed, innovative, and intelligent workplace, by using advanced workplace technologies to transform the client’s employees’ digital experience.
About the Client
UK’s Care & Research Charity for People
Business Challenge
- IT support desk was witnessing a large number of repetitive issues in the EUC environment.
- IT support was exhausting its capacity in doing mundane jobs. A significant number of incidents were resolved by referring to SOPs, which showed a high potential for automation and improving user experience and productivity.
- Lack of self-service option for end-user empowerment
- High cost of service operations
Our Solution
Coforge transformed the customer’s service and end-user support functions to an updated platform based on Coforge’s Digital Workplace, a suite of intelligent tools and support services. The suite embedded automation and self-service to optimize efficiency, effectiveness, and responsiveness.
Key features of Coforge’s end-point automation solution and capabilities are:
- Self-heal and auto-remediate repetitive tasks
- Empower end-users with one-click solutions (VPN issues, PC hang, slow performance issues, software crashes, etc.)
- Patch compliance engine for roaming users to work beyond the corporate boundaries and to ensure that the workplace estate remains secure and compliant
- Software distribution over the internet for roaming and BYOD
- Centralized automated CMDB population
Delivering More Value
- Approx. 15% increase in device management compliance
- >3% proactive resolution enabled by Xynalitics—Coforge End-Point Analytics
- Increased end-user satisfaction
- Lowered Mean-Time-to-Resolve (MTTR) for end-user Incidents
- Less wait time and quick answer time
- Increased accuracy and error-free resolutions
- Reduced Average Handle Time resulting in increased productivity of end-users
- Self-service-enabled workplace to accelerate service speed and efficiency
- Fewer incidents at Service Desk
Delivering More Value
- Approx. 15% increase in device management compliance
- >3% proactive resolution enabled by Xynalitics—Coforge End-Point Analytics
- Increased end-user satisfaction
- Lowered Mean-Time-to-Resolve (MTTR) for end-user Incidents
- Less wait time and quick answer time
- Increased accuracy and error-free resolutions
- Reduced Average Handle Time resulting in increased productivity of end-users
- Self-service-enabled workplace to accelerate service speed and efficiency
- Fewer incidents at Service Desk
