Success Story

Initiated a Customer Management Desk & L1.5 IT Helpdesk for a Global Real Estate Management Firm

About the Client

A Global Real Estate Management Firm

Challenges

  • Fragmented customer support leading to inconsistent service experiences.
    High volume of routine issues such as password resets, account unlocks, and app navigation queries.
  • Limited coverage across APAC and EMEA regions, impacting response times.
    Need for a dedicated L1/L1.5 desk to handle order management, invoice systems, and reporting tools.
  • Lack of streamlined service operations for premium US customers, causing delays in order logging and vendor coordination.
  • Inefficient triaging of support requests, delaying downstream finance processes.
  • Complex coordination with vendor partners for work order completion.

Approach

  • Dedicated L1/L1.5 Desk: Established a customer-facing service desk to manage routine issues related to order management, invoice systems, and reporting tools, ensuring faster resolutions for APAC and EMEA users.
  • Standardized Issue Resolution: Streamlined processes for password resets, account unlocks, and app navigation/guidance to minimize user disruptions and improve productivity.
  • Regional Coverage: Enabled comprehensive support coverage tailored to APAC and EMEA time zones for enhanced responsiveness and accessibility.
  • Service Operations Desk for US Customers: Set up a dedicated desk to log orders, coordinate vendor support, and ensure timely work order completion, aligning with downstream finance processes.
  • Proactive Triage and Escalation: Improved triage mechanisms to prioritize and escalate critical issues, ensuring faster resolutions and reducing delays.
  • Vendor Coordination: Enhanced collaboration with vendor partners to accelerate service delivery and ensure seamless workflow across all regions.
  • Performance Monitoring: Implemented real-time tracking and performance analytics to maintain service efficiency and meet SLA commitments.

Solutions

One-Stop L1.5 Desk (Chat, Email, and Voice Support). Tools Used: ITSM, Chat, and Email: Salesforce, Zendesk (for break-fix issues) Telephony: RingCentral

1.Established a 19-member cross-skilled team to support 10 customer-facing applications.

2.Created comprehensive SOPs and resolution guides for frequent issue types.

3.Reconfigured Salesforce and Zendesk for optimized queue management and ticket routing.

4.Deployed Auto Agents for intelligent ticket routing, CSAT capture, and advanced analytics for SLA tracking and ticket volume prediction.

5.Implemented proactive outage monitoring with real-time alert mechanisms and broadcast notifications.

6.Launched GenAI chatbots to enable self-service capabilities, with full deployment planned for the upcoming quarter.

7.Centralized Facility Management Service Operations Desk (FS Ops Desk)
Tools Used: Telephony: SameSpace (Innover Setup)
Key Highlights:

8.Established a dedicated 17-member team to manage voice support operations.

9.Scope of services included: Creating and tracking work orders, ensuring vendor acceptance.

10.End-to-end customer management services, including emergency order processing and vendor coordination for fulfillment.

11.Completion of mandatory financial documents for downstream processing.

12.Automation and analytics with Auto Agents for vendor assignment, CSAT/NPS capture, and BI dashboards to track order performance, SLAs, and KPIs.

Impact Delivered

100%

SLA Adherence

78%

Net Promoter Score

100

work orders processed within 3 days with zero aging orders in last 4 quarters