Building Next Generation IT Services Operations for an International Coffee Chain

Challenges.

The client wanted to build a unified service delivery model capable of delivering seamless support across regions. The current landscape had a highly fragmented service delivery model, with regional silos, limited support availability, disconnected ITSM systems, and minimal self-service options for users. This resulted in poor user experience, delays, lack of visibility into requests, and operational inefficiencies.

Solution.

• Setup a centralized service desk with a team of skilled agents acting as a single point of contact for all the regions.
• Build omnichannel access by integrating processes and systems to transform the fragmented landscape into a seamless, modern service delivery model.
• Provided options for advanced virtual assistance with capabilities like chat & call back scheduling to improve real time engagement. Field services leveraged augmented reality for faster remote issue resolution.
• Self-service options were launched including an AI-based Virtual Assistant (Coforge Amyra) and developed a centralized knowledge base covering 90% of topics.
• Implemented a centralized Endpoint Management based on a combination of SCCM and Intune for improved visibility, management, and control.

The impact.

• Reduced Average Handle Time (AHT) and Increased in First Contact Fix (FTF) rates.
• Created standard processes & SOP which brought uniformity and consistency to operations.
• Improved user experience by introducing initiatives such as self-service options, call-back services, virtual assistants, and augmented reality-based support.