Changing Gears: Part threeBeyond the highway
E-mobility represents a change that will move far beyond the auto sector, potentially transforming lives and communities all around the world. Which m...
Business Process Outsourcing
Posted 24 September 201815 k+Supported End Customers all over EMEA
95%Quality Assurance - 6 month average
3 k+Cases worked on per month
Business Need
We were tasked with standardizing and centralizing the process for case management and deployment. We knew that the volume of cases and deployments would vary over time so we needed to a customized model that was flexible and cost-effective.
Solution
We established a Deal Operations Team and concentrated on the Supplier model for our Remote Management Center agents.
We recruited, trained and developed a team of Case coordinators and a Team Leader, using a Managed Services framework to deliver a cohesive coordination service. This team was able to coordinate the entire EMEA Customer Support aspect of the business. This featured:
- Full Outsourcing – we took on the risks
- A dedicated and experienced Team Leader - we created this role in order to secure a smooth transition of all operational activities
- Accurate KPI and SLA Tracking Solutions - these were developed as a service enhancement and provided the client with additional value and the ability to see the results of our work while trusting us to deliver excellence
- Clear Governance model - this was crucial to our work. The model we put in place meant we were able to fully support more than 3,000 cases at a rapid pace while delivering a 95% rate of quality assurance (the average rate across six months).
Result
We have established the knowledge repository, induction training materials, conducted the operational training for all employees involved. We've also set up the necessary hardware and software environments.
We have also managed to successfully adjust and accommodate the additional requirements of the client hours of operation, language requirements, and adjusting the service scope.
As a result, our client and its customers were (and continue to be) extremely satisfied. We have achieved:
- 15,000+ End Customers supported across EMEA
- 3,000+ Cases worked on per month
- 94% Time to Own over six months
- 97% Service Requests Time to Own over six months
- 95% Quality Assurance over six months
- Ongoing service enhancement initiatives developed on a score card basis
Changing Gears: Part oneChanging Gears
How the electric vehicle market will transform job creation across the global automobile industry.
E-mobility
The predicted proliferation of electric vehicles (EVs) is set to have a huge effect on the automotive sector and related industries.
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Our client has the ambition of being a leader in a new era of IT Services. As part of that, it has an ongoing global initiative to aggressively transf...
