Skillsets

  • Business and technical process engineering
  • Service desk
  • Project management

Technologies

IBM, HP, Oracle, FrontRange Heat, Avaya, EMC, Fujitsu, Windows

Service Desk Consolidation

Case Study

Background

This retailer had two separate service desks, one for administrative staff and another for store systems support. The objective was improved performance across both service desks, with a focus on store systems service improvement.

What We Did

Working closely with the management teams and staff of each service desk one service desk platform was selected and all calls/tickets were entered to a singular system. Performance of the combined help desk increased as a knowledge management system was implemented allowing complete fungibility of resources between the formerly disparate staffs.

What We Achieved

With a consolidated management team and staff combined with the systemic improvements, resources were able to be better deployed in response to issues. Time to Repair dropped 25% as experienced by the stores, Time to Answer dropped by 3 minutes across each group.

Analysis of tickets from a consolidated group allowed root cause analysis and resolution across the Windows Desktops & Cash Registers.

Satisfaction of associates and staff increased. The retailer increased store count by 25% without adding staff to the service desk.

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Summary

Industry: Retail
Scope: Corporate level exposure, with $5M annual IT spend
Impact: Reduced time to answer and time to repair. Improved associate satisfaction
Duration: 3 quarters to analyze, design, deploy, test and document
Service Desk