Insights
Beyondsoft Service Desk increases operational efficiency and scalability
THE CHALLENGE
The client needed a new content delivery platform to support a global base of OEM partners. The client was looking for deep CMS expertise and successful experience in running efficient service desks to manage content creation and change requests.
THE SOLUTION
The client leveraged Beyondsoft’s SiteCore expertise to establish a new content delivery platform. In addition to implementing the new CMS, the Beyondsoft service desk implemented a new publishing model to improve the efficiency of the content creation, modification, and audit processes.
The client gained the experience and ability to scale quickly; recruiting, training, and transitioning work from
the incumbent supplier in less than 30 days. When the transition was complete, the editorial and publishing team was already standing by to create content to support the 80+ stakeholders. In FY17, the new team created and wrote for 900 assets and edited and published 1900 assets.
The CMS expertise also helped the client to reliably migrate 2115 existing site assets. All content was checked for tone consistency and adherence to the Microsoft style guide. Collectively, the service desk resolved/published over 3900 tickets and publishing requests in FY17. Throughout the normal run workload, the client never saw a service interruption or missed SLA.
Other improvements included enhanced program governance that included a rhythm of business engagement for the MBR/QBR reports. The client also leveraged Beyondsoft’s BI/analytics experience to continually improve its KPI/site performance. Most impressively, tickets were automatically resolved with greater accuracy, which increased the overall service desk efficiency by 6%.
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Why BEYONDSOFT
Our onshore, nearshore, and offshore delivery services support our customers' businesses 24/7, 365 days a year. We have been providing services to major Japanese SI companies for decades. Since 1999, we have 25 years of experience in Japan, with a staff of 500-600 people. Our long-standing success stories prove how crucial we are in delivering a return on investment for our clients. Singapore is our global headquarters, and we have 14 regional offices around the world.

30年以上にわたる強力なITコンサルティングサービスの経験

COBOL, C, Java, Pythonなど幅広い開発言語や開発環境に対応

SAPにおけるABAP, BTP, Fioriなど幅広く対応

40以上のグローバルデリバリーネットワークを持つ4大陸をカバー

CMMI 5、ISO 9001、ISO 14001、ISO 20000、ISO 27001、ISO 22301、ISO 45001、TMMi5の認証

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