{"id":1044189,"date":"2023-02-03T00:00:00","date_gmt":"2023-02-03T00:00:00","guid":{"rendered":"https:\/\/www.beyondsoft.com\/sg\/customer-stories\/managed-service-desk-solution-positions-biotech-company-for-rapid-growth\/"},"modified":"2025-07-18T15:11:28","modified_gmt":"2025-07-18T15:11:28","slug":"managed-service-desk-solution-positions-biotech-company-for-rapid-growth","status":"publish","type":"customer-story","link":"https:\/\/www.beyondsoft.com\/jp\/customer-stories\/managed-service-desk-solution-positions-biotech-company-for-rapid-growth\/","title":{"rendered":"Managed service desk solution positions biotech company for rapid growth"},"content":{"rendered":"\n<h6 class=\"wp-block-heading\"><strong>THE CHALLENGE<\/strong><\/h6>\n\n\n\n<p>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.<\/p>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>THE SOLUTION<\/strong><\/h6>\n\n\n\n<p>Beyondsoft ramped up quickly, deploying trained service desk teams, implementing intelligent automation, and operationalizing a cost-effective 24&#215;7 global delivery model. The managed service desk solution included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Omnichannel L0 support through a self-help portal and a walk-up desk.<\/li>\n\n\n\n<li>24&#215;7 L1 and L2 support delivered by synchronized onsite and offshore teams.<\/li>\n\n\n\n<li>Sub-15-minute response time for P1 tickets and 1-hour response time for all incidents.<\/li>\n\n\n\n<li>Adoption of KPIs like MTTR, FCR, CSAT, and Hold Time in the roadmap.<\/li>\n\n\n\n<li>Intelligent automation of service desk workflows leveraging Beyondsoft\u2019s BIOPs-AI\/ML platform post-steady state.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>THE RESULTS<\/strong><\/h6>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rapid three-week transition to primary ownership of all service desk processes.<\/li>\n\n\n\n<li>Achievement of steady state within four weeks of contract finalization.<\/li>\n\n\n\n<li>Suppression of ticket volume and elimination of trouble tickets.<\/li>\n\n\n\n<li>Significant improvements across MTTR and the user experience.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>TECHNOLOGIES USED<\/strong><\/h6>\n\n\n\n<p>Intelligent automation of service desk workflows leveraging <a href=\"\/biops\/\" target=\"_blank\" rel=\"noreferrer noopener\">Beyondsoft\u2019s BIOPs-AI\/ML platform<\/a> post steady state.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Based in the US, our client is a growing global biotechnology company that builds transformative cell and gene therapies.<\/p>\n","protected":false},"featured_media":1043983,"template":"","meta":{"_links_to":"","_links_to_target":""},"service-category":[13],"industry-category":[44],"external-author":[],"class_list":["post-1044189","customer-story","type-customer-story","status-publish","has-post-thumbnail","hentry","service-category-business-process-management","industry-category-others"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - 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