Success Story

Established a Global Technical Service Desk for an IT & Network Equipment Manufacturer

About the Client

Major IT & Network Equipment Manufacturer

Challenges

  • Lack of centralized service desk leading to inefficiencies and delayed resolutions.
  • Inability to effectively track SLA adherence and key performance metrics.
  • Complex operations requiring dispatch of parts and technicians across geographies within strict SLAs.
  • Limited transparency and traceability of end-to-end service processes.

Approach

  • Conducted a comprehensive assessment of the client’s existing service desk operations, identifying key pain points and inefficiencies.
  • Developed detailed workflows for each service desk level (L0, L1), the dispatch desk, and the RMA desk to streamline the end-to-end ticket resolution process.
  • Designed a centralized service desk model tailored to the client’s global operations, ensuring seamless coordination and SLA compliance.
  • Leveraged technology and automation to eliminate manual processes, reduce turnaround time, and enhance service transparency.

Solutions

Innover established a centralized and integrated service desk with a dedicated team to manage the end-to-end receipt-to-resolution process. The solution included:

1.L0: Receipt, categorization, and acknowledgment of tickets.

2.L1: Initial troubleshooting, root cause identification, and identification of failed parts requiring replacement.
Dispatch Desk: Identification of parts and their shipping locations, along with dispatching technicians closest to the client’s location.
RMA Desk: Retrieval of failed parts and coordination of reverse logistics.
Technology & Automation:

3.Created a central digital command center to orchestrate end-to-end processes and ensure SLA compliance.

4.Integrated the client’s ITSM platform with logistics portals and field engineering service providers.

5.Automated L0 processes and entitlement checks.

6.Deployed bots for part dispatch and tracking of engineers and parts.

Impact Delivered

23%

Increase in SLA adherence within six months.

>88%

Steady-state CSAT, up from less than 60%.

36

remium customers supported, with an annual ticket volume of 25,000.