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.

Solution

Spherica transformed the service desk by deploying a dedicated team of six expert engineers, providing round-the-clock, personalised and cost-effective support. This 24/7 service has ensured urgent queries are addressed promptly, which is further enhanced by automated triaging. This has significantly reduced ticket volumes, enabling even faster resolution of issues. 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 and AI, it has delivered measurable results elevating both agent and user experiences.

Key outcomes of the project included:

• Automated triaging that has significantly reduced ticket volumes by intelligently categorising and routing issues, allowing agents to focus on more complex and high-value tasks.

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

• Comprehensive tracking and analysis of ticket trends, driving continuous improvement by identifying recurring issues and addressing root causes, ensuring the service desk evolves in line with user needs.

• 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.