A Fortune 50 financial services company implements a scalable help desk support solution.
SITUATION
Our client maintains a level one help desk for all of its approximately 275,000 employees across the US for any basic technical support needs. This group historically had used a group of vendors in a staff augmentation model that had trouble with high turnover and struggled to find quality replacement candidates which led to a poor level of service. Additionally, the model they were using required significant time input from client managers. They decided to engage a single partner to manage this helpdesk and improve performance.
Saved an Estimated 6,500 Management Hours Over Three Years
Apex alleviated a time-intensive process for the client by taking ownership of the recruiting and interview processes, while also deploying higher-quality support agents by using our expertise. To retain these employees, our engagement team implemented a retention strategy to mitigate attrition. Our strategy included processes for onboarding, training, coaching, mentoring, and reporting for the team. Apex provided a project lead that oversaw this retention strategy as well as the overall performance of the helpdesk. Apex’s engagement team also set up reporting processes so that our lead as well as client stakeholders had access to a dashboard of metrics to evaluate overall service desk performance.
RESULTS
By taking over the overall management and providing a dedicated onsite lead consultant, Apex enabled client management to focus on other important responsibilities. However, our clear reporting and frequent cadences ensured client managers still had a clear view of the overall performance of the service desk. With the smoother process for adding helpdesk agents in place, we were able to help the client scale the size of the helpdesk during peak times such as during a Windows 10 upgrade. This also impacted Disaster Recovery and Business Continuity practices, as this increased capability to scale improved the client’s response to the COVID-19 pandemic. While other service desks were struggling with higher call volume, Apex was able to increase the team remotely to handle elevated ticket numbers.
