Services
One of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management, and other financial and risk management products and services.
BUSINESS OBJECTIVE
One of the key objectives was integration of varied and complex systems post M&A of three banks with focus on addressing the core requirement of quickly resolving issues and incidents. The client’s operations were supported by a large and complex infrastructure landscape. Any incident in their critical applications had a big impact on the employee productivity.
CHALLENGE
The client was facing the challenge of delayed incident resolution time with MTTR (mean time to resolve) and high escalation rates of overall incidents.
Mphasis initiated a re-engineering process, through which solutions were developed to move incidents from Level-2/3 to Level-1. By creating knowledge-based articles, reusable artifacts and other accelerators, we were able to reduce Level-2/3 incidents resolving them at Level-1 service desk. Additionally, Mphasis introduced Level-1.5 capability which helped release the bandwidth of Level-2 support. This additional level inducted to the Service desk optimized the overall effort. This solution enabled client to reduce escalations and average Mean time to Resolution. Other value adds and efficiencies delivered using a managed services model across four Mphasis India delivery centers.
Delivered reduction in Level-2/3 incidents by 63%
Reduced escalations from 11% to 1%
Drop in MTTR by 51%
Overall Service desk effort optimization
Service Desk tickets per user per month reduced from 2 to 0.56