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Enhanced Customer Experience and Productivity

Enhancing Support Desk Efficiency and Performance focus on challenges related to Rework, Reassignments and SLA Breach

Industry Pain Points

Incident Management across industries faces key challenges, including the high volume and complexity of incidents, integration issues across disparate IT systems, the need for rapid response and resolution, stringent regulatory compliance, skill gaps within IT teams, and adapting to digital transformation. These challenges demand a strategic, technology-enhanced approach to ensure operational resilience and maintain high service quality across sectors.

Multi-Hop Rate
Repeat Incidents
SLA Violation Rate
Late Resolution Rate
Communication Breakdowns
Lack of Documentation

Our Solution

Leveraging IBM Process Mining, we optimize incident management processes by visually mapping support desk workflows comprehensively. This detailed mapping enables thorough analysis of process variations, rework instances, and multi-hop frequencies. Critical improvement areas, such as bottlenecks and high rework zones, have been identified, offering actionable insights to streamline operations and enhance service quality. Integration of IBM Process Mining with existing systems ensures a seamless and efficient approach to incident management, leading to improved IT service delivery and enhanced customer satisfaction across industries.

Support Desk Performance Dashboard
Support Desk Performance Dashboard
Elevates support desk operations by providing real-time access to vital metrics like incident counts, resolution durations, rework rates, frequent reassignments, and SLA adherence. This functionality enables precise identification of improvement areas, ongoing performance monitoring, and proactive SLA management. Essential for accelerating incident resolution, ensuring SLA compliance, and enhancing customer satisfaction, it enables informed strategic decisions for continuous process optimization.
CoE Dashboard
CoE Dashboard
Facilitates CoE teams in pinpointing automation opportunities within Service Desk processes, fostering collaboration with business units for RPA deployment and efficiency enhancement. Through comprehensive visual analytics, this feature offers insights into critical, high-volume incident areas, highlighting metrics such as cycle times, SLA breaches, and reworks. These analytics enable the identification of key automation areas, driving substantial business value and operational improvements.
Executive Dashboard
Executive Dashboard
Tailored for Global Service Desk executives, this dashboard showcases vital metrics including First Call Resolution, CSAT, SLA Compliance, and Average Resolution Time. It provides insights and recommendations derived from data analysis, empowering executives to make informed decisions for enhancing operational effectiveness.



Cost Saving
Repeat Incidents
Multi-Hop Rate
SLA Violation Rate
Late Resolution Rate
Communication Breakdown
Mean Time to Repair
4 Hours

Why choose us ?

Years of Technology Expertise

Our wealth of experience has equipped us with the proficiency to deliver exceptional services to you.

Processes Modeled

We have effectively assisted organizations with capable process modeling to enhance productivity.

Certified Consultants

Our team, with extensive knowledge, provides the best service and support to meet your needs.

Tasks Automated

We have successfully automated processes with enormous results benefiting the organization

Strategic Services for Your Success

Discover our array of expert services crafted to boost your business. From tailored consultations to efficient technology management, we're committed to driving your growth and ensuring success in the digital realm.

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Here’s how to get started

Effortlessly unlock business success by connecting with a dedicated Advisor, receiving a personalized Technology Roadmap, and focusing on business growth with your technology needs in capable hands.

Schedule a Call

Talk with a dedicated Advisor who can help you assess your company so that you can know exactly what your needs are.

Get a Free Roadmap

After your call, we will send you a personalized Technology Roadmap to help you discover the solutions that are right for you.

Grow Your Business

Now that your technology needs are being handled, you can focus on running your business and staying ahead of the competition.

Let's started today

Because we put you first. Our customer-obsessed working model honors client's needs.

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