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Service

Improve customer service and reduce operational costs by 10-12%.

CHALLENGE

In the absence of streamlined IT functions, it is often difficult for companies to focus on their core business processes.

Common impediments include:

  • High costs of IT ownership

  • Hindrances in coordination between support groups and across teams

  • Lack of scalable infrastructure

  • Absence of proper monitoring

Improving the efficiency of elementary business processes, and reducing operating and support costs presents a key challenge.

TCS SOLUTION

TCS IT Service Desk provides global support in 35 languages, to 64+ clients, attending to over 11 million calls per year.

Our catalogue based offerings, including:

  • A single consolidated Service Desk: across the enterprise. Users can report an incident, create a request, and monitor the status of pending requests.

  • Customized services: we provide comprehensive services for customer provided tools. We can suggest the right tool set based on our experience working with tools from HP, Service Now, IBM, and CA. We can also bring in technical and process improvements that yield tangible benefits.

  • Global account management automation: we automate the user provisioning and de-provisioning process with our streamlined workflow and identity management tools.

BENEFITS

  • Improve productivity by 12-15% over three years

  • Lower operational costs by 10 to 12%

  • Improve operations from self-service to remote support

  • Increase stability through incident reduction

  • Realize higher problem resolution rates and reduced downtime

  • Leverage a phased transition approach with anticipated risk and mitigation strategies

  • Enjoy consistent user experience across shifts, locations, and languages

 

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