Help Desk Support Operations Global Consolidation Improvements

Consolidate Support Centers

A US-based firm with operations in every state and 25 countries, employing over 110,000 people. Each of its eight business units had its own legacy Service Desk and IT support infrastructure.

To achieve cost efficiency and a common service quality across all U.S. business units, the firm determined to consolidate its various service centers and IT support across the country.

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We developed and implemented a comprehensive consolidation plan with measurable benefits in addition to reduced costs:

The support center was benchmarked as Best in Class
Turnover was sharply reduced
Customer satisfaction rating achieved was higher than that of any other IT service provider in an enterprise-wide survey the following year
Service levels improved for almost all internal customers

Conducted a thorough evaluation of the IT organization and future consolidation strategy
Defined metrics for success consistent across all business units
Developed common processes and deployed them, along with a single tool, across all business units.
Consolidated to a single U.S. service center
Provided for an initial consolidation stage that retained old processes until the team was stable
Developed and implemented formal Knowledge Management processes and repository
Developed and implemented a cross-training plan
Established service via a broad Level I and retention of specialized services in small Level 2 teams