After studying the client’s existing support processes, Marlabs decided to consolidate all services in the English language into one centralized location. A phased transition approach was adopted with anticipated risk and mitigation strategies. In addition, transparency in the operating model and the availability of factual data to monitor performance ensured client satisfaction.

The client’s service desk knowledge repository was streamlined. All information in the repository was categorized, reviewed, and made readily available to support teams and end users. High-impact tickets were notified on the landing page of the IT portal. Shift left of activities and planned automation of repeated tasks added to increasing operational efficiency. 

The collaboration processes between the client’s L2 and L3 teams were upgraded using newer technology. Finally, structured governance and visibility to operational metrics provided the client with the ability to influence key performance indicators.

The engagement, over six years (and 80 FTEs), saw the client enhance the scope of work and extend the contract to automate onboarding tasks, include SAP security tickets, implement canned email, migrate from Google Docs to RightAnswers, replace JIRA with SNOW ticketing tool, shift left of EDOC and integrate dashboards and reporting.