The IT service desk plays a crucial role in enabling service providers to meet the high expectations of customers in the Connectedness industry. Prompt, reliable, and personalized support with knowledgeable and empowered staff can help address their specific needs.
Moreover, inefficient support can impact customer service negatively and escalate costs as customers engage with the service desk multiple times for issue resolution. Furthermore, a reactive approach to issue resolution can result in a higher frequency of complex problems, necessitating additional resources to tackle these issues.
In light of these challenges, how can service providers ensure that the service desk meets customer expectations and helps achieve overall business success?
45%reduction in restoration time
98% improved Customer Responsiveness
97% success rate in resolving critical issues
Our African Fintech client collaborated with multiple Telecom service providers to establish a robust IT operations framework. They embarked on a large-scale knowledge transfer project, involving 100+ Full-Time employees organized into 20 task forces. The ultimate goal was to efficiently serve the markets in seven to eight African countries.
This ambitious objective required a strong IT operations Framework. By adopting this framework, the company aimed to optimize operations and ensure seamless service delivery across markets.
To support this endeavor, the client made significant investments in creating a shared IT service operations center. Additionally, they collaborated with Prodapt to establish an in-house team, based mainly in Kenya (Nairobi), Cape Town South Africa, and India to oversee services and operations in seven different locations across Africa.
By internalizing IT services supported by strong offshore teams, the client delivered enhanced service delivery with improved resolution performance.
The client's fragmented IT operations setup became evident, presenting significant challenges that needed immediate attention. The client's IT landscape was spread across 8 different geographies, each with its own set of suppliers and vendors. This decentralized approach had its disadvantages, as coordinating and managing multiple contracts and relationships with various service providers proved to be expensive and time-consuming.
The fragmented nature of their IT operations also led to a lack of end-to-end ownership of processes. When issues arose, the responsibility for resolving them was often unclear, resulting in extended resolution times. To resolve these challenges, it is crucial to internalize service operations. By bringing IT services in-house, the client can gain better control, reduce reliance on external suppliers, and streamline operations effectively.
To overcome these challenges, Prodapt collaborated closely with the client to establish a dedicated IT Service operations team for their markets. As a component of the solution, a flexible and expandable multi-cloud platform was deployed, incorporating services from various providers like AWS and Azure. This platform centralized fintech transactional data, payment applications, and support services at different levels including L0, L1, and L2 support.
This marked a significant shift from reliance on external entities to an in-house solution. Adopting a 50-50 resource strategy, our team integrated seamlessly into the client's ecosystem, combining on-site employees with offshore teams in India to ensure prompt issue resolution without external dependencies.
Prodapt's scope-based managed service framework included a robust L1 & L2 monitoring structure with specialized expertise, utilizing state-of-the-art techniques and tools like HP, Splunk, and Cloud Watch for 24x7 operations, incident monitoring, and resolution. We successfully implemented ticket reduction using Shift-left strategies, and ITIL (Information Technology and Information Library) functions, particularly Problem Management, to achieve faster response and resolution times for critical issues. Proactive management of incidents and capacity allowed the team to consistently meet SLAs above 95%.
By delivering prompt, reliable, and personalized support, Prodapt empowered the client to provide exceptional service experiences with reduced MTTR. This framework resulted in increased customer loyalty, minimized downtime, and enabled the client to seize new opportunities for growth and expansion.