Automation-led Workplace Services for UK’s Care & Research Charity for People
Overview.
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.
IT support desk was witnessing a large number of repetitive issues in the EUC environment.
IT support was exhausting its capacity for 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
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.
The Impact
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.
