Spring Mobile Solutions increased efficiency using the solution "Desk Service"

2019: Implementation Desk Service

On August 1, 2019 the ICL Services company announced the implementing solution Desk Service thanks to which Spring Mobile Solutions as vendor could increase efficiency of the second support line by 30%. The project was begun in 2016 and still proceeds.

Tasks and project objectives

Spring Mobile Solutions wanted to replace outsource-provider Desk Service. The routine of the personnel at previous led to the fact that the flow of new workers showered the second support line with the simplest questions and distracted from more important problems.

"Our second line was filled up with messages. It was not always reflected in the accounting systems, but actually the first line depended on it. We wanted that the supplier Desk Service could undertake the solution of the majority of the user problems without the permanent request for councils to the second support line", 'Stanislav Smirnov, Spring Mobile Solutions service manager noted'

The ICL Services company more quickly than other suppliers contacted vendor, collected requirements to the project and a command for negotiations. In the summer of 2016 ICL Services became for the company an outsource provider in the Desk Service direction. For August, 2019 it provides services to the first support line for two large customers of Spring Mobile Solutions.

Project Objectives:

• The solution of the majority of the user problems without the appeal to the second support line
• Time of the solution of the request with a high priority — 8 hours
• Time of the solution of the request with an average priority — 24 hours
• Time of processing of the request from mail — within an hour.

Course and results of the project

As of August, 2019 the specialists who are knowing French German and English as languages work at the line. Their main objective — support of mobile application which merchandisers and sales representatives of the companies users of mobile application Spring Mobile Solutions use. In addition the Desk Service helps agents to work with the portal where accounts are kept and tasks of field employees for month are planned.

Classification of addresses happens to knowledge deployment of ITIL — depending on the nature of the request the specialist of the first support line selects between an incident, service request or consultation. If the solution is found behind competences of specialists Desk Service, the request is transferred to the following level of support.

ICL Services uses methods of lean production, one of fundamental aspects of which — continuous improvement and development of service.

"We changed internal procedures and adapted to the customer. Used new processes, changed settings of the reporting, created tools for calculation of a part of contractual arrangements as they differed from standard", 'Alexey Petrov, the leading specialist of technical support of ICL Services noted'

As both ICL Services, and Spring Mobile Solutions use ITIL, the uniform methodology helps to increase quality of service without serious consequences. Weekly the vendor and the supplier carry out the overview of results, discuss the current problems and exchange views on their solution.

The vendor trained specialists of ICL Services in additional tools and expanded the volume of the tasks solved at the first level. For example, the first support line manages versions of applications, appoints installation and updates, has access to changes of user data. The request for which solution these competences are necessary is closed on ServiceDesk, but does not leave on the second support line.

Project Results:

• 90% of requests are closed only by specialists on the first line
• Indicators on an address closing time with a high and average priority grew by 15-20%
• First Line receives a feedback from end users and informs of it the customer
• Contract commitments never were in a critical zone.