Reimagining Kelly Services’ IT Service Desk with TCS

Highlights

With TCS as a strategic partner, Kelly Services introduced proactive outreach and built a smarter, faster IT service desk designed to scale with business needs.
Average IT ticket turnaround time was reduced from 24 hours to just two hours.
Customer service scores rose to 4.9 out of five, reflecting consistent, high-quality support for internal employees as well as external clients and talent.

From staffing solutions to talent management, Kelly Services is redefining what it means to deliver exceptional support at scale with the help of TCS.

A responsive, agile IT services desk

Kelly Services is a global staffing provider. The company aims to create limitless opportunities by connecting talented individuals to meaningful work. The IT service desk is integral to this mission because it supports internal employees, external clients, and outside jobseekers. Kelly sought to make IT support as efficient and effective as possible to enhance productivity and its reputation in the marketplace. To do this, Kelly needed a transformation partner, not just a vendor, to evolve their IT service desk into a responsive, agile, and scalable solution.

But transformation at this level brings complexity. With a diverse workforce and high expectations for service, Kelly needed a foundation that could support rapid change and deliver measurable results.

The scores as reported by our employees and talent are 4.9 out of five consistently, week over week. And that’s a really large change from where we were at before.

Sean Perry
CIO, Kelly Services

The value of AI-driven support

When Kelly began this IT service desk transformation, it quickly became clear that technology and data would be key. TCS introduced AI-powered call transcription and analysis, enabling 100% quality audits and ensuring the best possible customer service. The service desk team also gained access to AI-driven knowledge search, allowing them to answer questions faster and more accurately.

Ticket turnaround times dropped from 24 hours to just two hours, and customer service quality scores soared to 4.9 out of five.

TCS partners with Kelly Services to transform its IT service desk

Discover how Kelly Services partnered with TCS to transform its IT service desk, delivering faster, smarter support for employees, clients, and talent. By leveraging future-ready technology such as AI-driven call transcription and knowledge search, Kelly Services reduced ticket turnaround times from 24 hours to just two hours and achieved customer service scores of 4.9 out of five. This transformation empowered the help desk to proactively resolve issues and set a new standard for service excellence. Learn how technology and partnership came together to reimagine IT support at Kelly Services.

A perpetually adaptive partner

With operations spanning multiple regions and client segments, Kelly Services needed a transformation partner that could adapt and innovate. TCS brought a perpetually adaptive approach, introducing proactive support that enables the service desk to reach out to users before issues arise.

The partnership between Kelly Services and TCS is anchored in service delivery, excellence, and trust. For Kelly Services, working with TCS means better results and a foundation for ongoing innovation.

A foundation for service excellence

Kelly Services’ IT service desk journey is ongoing, but the results are clear: faster support, higher satisfaction, and a scalable platform for future growth. With TCS as a strategic partner, Kelly Services now operates a smarter, faster, and more proactive IT service desk, built to scale with the business and adapt to the needs of talent and clients alike.

Where adaptability meets advantage

We deliver excellence and create value for customers and communities.

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We deliver excellence and create value for customers and communities.

Discover why customers choose TCS

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Want to be a global change-maker? Join our team.

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TCS transforms Kelly Services’ IT service desk

Highlights

TCS partners with Kelly Services to transform its IT service desk

A foundation for service excellence

Together beyond borders

Where adaptability meets advantage

We deliver excellence and create value for customers and communities.

Discover why customers choose TCS

Upcoming events

Recent recognitions

Want to be a global change-maker? Join our team.

Find the latest news about TCS

Recent News

Highlights

TCS partners with Kelly Services to transform its IT service desk

A foundation for service excellence

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