Transforming IT Support

Read this case study on how Spherica transformed a major transport company's service desk experience.

Overview

Spherica were selected as the service desk provider for a major UK transport company. Throughout this period, the company has been thrilled by the support and ongoing dedication to transforming service desk offerings, driving down ticket volumes and empowering users through innovative self-service solutions.

Challenges

The leading transport company faced challenges with their incumbent whose pricing structure operated on a cost-per-ticket service model. This approach led to escalating costs and limited the incentive to fix recurring issues and identify areas for automation. The previous provider also employed 16 dedicated agents, resulting in a service that was both impersonal and expensive. Furthermore, the lack of detailed insights from ticket data made it difficult to identify recurring issues or uncover opportunities for process optimisation.

Solutions

Spherica transformed the service desk by deploying a dedicated team of expert engineers, providing round-the-clock, personalised and cost-effective support. This 24/7 service has ensured urgent queries are addressed promptly ensuring faster resolution times. Automation and self-service tools tackled ticket trends by securely handling password resets and account unlocks with One-Time Passwords and Interactive Voice Response.

Results

Through a strategic implementation of automation, AI, and future-proof solutions, the project has delivered measurable results, enhancing both agent and user experiences while laying a strong foundation for even greater automation in the future.

Key outcomes of the project included:

• Round-the-clock 24/7 expert support, enabling fast and effective issue resolution no matter the time or location helping to boost overall productivity.

• VIP identification and call back offering, reducing call wait times and enhancing general user experience.

• Spherica has significantly enhanced self-service forms for software and hardware requests, streamlining the user experience and introducing intelligent alerts for licence reclamation. This not only improves efficiency, but also supports cost savings by reducing unnecessary licence spend and preventing over-provisioning.

• The implementation of self-service tools, empowering users to resolve common issues on their own. These tools have not only increased efficiency but also enhanced user satisfaction by providing quick, on-demand solutions. This has built the foundations to automate requests and reduce manual effort on tickets.

• The measurable impact of these improvements is captured in the accompanying infographic, which showcases key statistics such as task reduction, automation of password resets and account unlocks, and a significant decrease in ticket escalations. These results reflect the success of Spherica’s automation-first approach and the tangible benefits delivered to the client’s service desk operation.

  

  Key Results Infographic

Conclusion Spherica’s partnership with this major UK transport company demonstrates the transformative power of an automation-first approach to IT service management, delivering significant operational efficiencies, cost savings, and improved user satisfaction.

Through intelligent automation, personalised 24/7/365 support, and data-driven continuous improvement, the company now benefits from a streamlined service desk experience that evolves with their needs.

This case study is a testament to how the right service desk partner can go beyond support, driving real business value and long-term digital transformation.