Written by Admin | Oct 10, 2022 7:40:30 AM
The Client
A Top 20 U.S. Bank.
Challenge
- Longer turn times in access setup & management for employees & vendors
- Increasing number of end-user escalations
Solution
- Defined internal performance indicators and metrics to drive service excellence and focus on improving TAT and QA
Execution
- Re-worked on the SOPs/service design documents making it more robust
- Created detailed training plans for resource training
- Robust QA procedures for accuracy
Value Delivered
- Over 80% reduction in turn time for Access Management
- 72 hours per request to 12 hours per request
- Consistently exceeding quality & turn time SLAs