Services
One of top European 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 to provide single point of contact to users for their IT needs, improve overall perception of IT and standardize IT offerings and solution to internal end users. 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. No central Knowledge base and not every issue was being documented.
Mphasis initiated re-engineering process, through which solutions were developed to ensure each issue is documented, templates were created for standardization and faster issue resolution. Knowledge base was created and framework implemented. 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 improve average Mean time to Resolution. Other value adds and efficiencies delivered using a managed services model.
Standard support process in NAR
Standard Template for information gathering & task assignment
Generic categorization of tickets reduced from 82% to below 5%
Tickets vs contact to support improved from 43% to 96%
MTTR improved from 18 hrs to 6 hrs
Average speed of Answer to support improved from 79 seconds to 24 seconds
Answer rate improved from 43% to 92%
Need for follow ups with support reduced by 65%