Managed service desk solution positions biotech company for rapid growth

THE CHALLENGE

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.

THE SOLUTION

Beyondsoft ramped up quickly, deploying trained service desk teams, implementing intelligent automation, and operationalizing a cost-effective 24×7 global delivery model. The managed service desk solution included:

  • Omnichannel L0 support through a self-help portal and a walk-up desk.
  • 24×7 L1 and L2 support delivered by synchronized onsite and offshore teams.
  • Sub-15-minute response time for P1 tickets and 1-hour response time for all incidents.
  • Adoption of KPIs like MTTR, FCR, CSAT, and Hold Time in the roadmap.
  • Intelligent automation of service desk workflows leveraging Beyondsoft’s BIOPs-AI/ML platform post-steady state.

THE RESULTS
  • Rapid three-week transition to primary ownership of all service desk processes.
  • Achievement of steady state within four weeks of contract finalization.
  • Suppression of ticket volume and elimination of trouble tickets.
  • Significant improvements across MTTR and the user experience.

TECHNOLOGIES USED

Intelligent automation of service desk workflows leveraging Beyondsoft’s BIOPs-AI/ML platform post steady state.

How we do it

Our success factors over the years are a testament to driving your return on investment. Singapore is our global head office and we have 14 regional offices around the world.

Nearly 3 decades of strong IT consulting and services

40+ global delivery networks across four continents

Certifications* in CMMI 5, ISO 9001, ISO 45001, and ISO 27001

~30,000 global experts

Microsoft Azure Expert MSP

ISO 9001 and 45001 (certificates issued to Beyondsoft International (Singapore) Pte Ltd). ISO 27001 (certificates issued to Beyondsoft International (Singapore) Pte Ltd, Beyondsoft (Malaysia) Sdn. Bhd., and Beyondsoft Consulting Inc., Bellevue, WA, USA)