Desktop as a Service ITSM Processes for Customer Support team
Introduction
This case study delves into a company's challenges managing leasing and Desktop-as-a-Service (DaaS) devices, impacting customer care and operational efficiency. Seeking a solution, they implemented Process Mining to gain insights and transform challenges into opportunities across 40 locations.
Challenges
- Managing a substantial turnover of new devices, returned items, and replacements for customer care teams after the introduction of high volumes of leasing and Desktop-as-a-Service (DaaS) devices.
- Necessity to implement efficient DaaS management for cost control, scalability, security, and the provision of modern workplace technology.
- Lack of transparency in the existing process, resulting in unclear identification of root causes for inefficiencies.
- Inability to translate existing challenges into prescriptive and predictive actions.
Solutions
- Implemented a Process Mining solution to offer transparency and insights for a team managing operations across 40 locations.
- Executed various operational enhancements to optimize the IT Service Management (ITSM) process, including automatic highlighting of outstanding returns, flagging extended device usage, and tracking missing cancellations/request notes.
- Improved several key performance indicators (KPIs) such as the number of open device returns, delivered devices, and solution time.
- Reduced overall ticket resolution time, increased customer satisfaction scores, and lowered operational costs.
Solution
Conclusion
The adoption of a Process Mining solution and the introduction of operational enhancements have significantly enhanced the management of leasing and Desktop-as-a-Service (DaaS) devices within customer care operations. Improvements in key performance indicators have resulted in reduced ticket resolution time, heightened customer satisfaction, and cost savings. Ennuviz's state-of-the-art technology and team of certified developers have been instrumental in facilitating these advancements. Their expertise and forward-thinking solutions have provided the necessary insights and tools to drive operational excellence and customer-centric outcomes in the dynamic realm of IT service management.