Managed service desk solution positions biotech company for rapid growth

THE CHALLENGE

To prepare for twofold growth across its workforce in the coming years, our client wanted to improve and scale their employee and contractor support experience. They wanted a knowledgeable partner to manage their new Enterprise Service Desk and provide a scalable and flexible solution for managing their rapidly growing IT footprint.

THE SOLUTION

Beyondsoft ramped up quickly, deploying trained service desk teams, implementing intelligent automation, and operationalizing a cost-effective 24×7 global delivery model. The managed service desk solution included:

• Omnichannel L0 support through a self-help portal and a walk-up desk.
• 24×7 L1 and L2 support delivered by synchronized onsite and offshore teams.
• Sub-15-minute response time for P1 tickets and 1-hour response time for all incidents.
• Adoption of KPIs like MTTR, FCR, CSAT, and Hold Time in the roadmap.
• Intelligent automation of service desk workflows leveraging Beyondsoft’s BIOPs-AI/ML platform post-steady state.

THE RESULTS

• Rapid three-week transition to primary ownership of all service desk processes.
• Achievement of steady state within four weeks of contract finalization.
• Suppression of ticket volume and elimination of trouble tickets.
• Significant improvements across MTTR and the user experience.

TECHNOLOGIES USED

Intelligent automation of service desk workflows leveraging Beyondsoft’s BIOPs-AI/ML platform post steady state.