Service Desk Improves Client Experience

Featured Industry: Service Industry

As a Sitel Group partner for four years, this global leader in water, hygiene and energy technologies sought to improve service levels by offering more digital solutions and improve user satisfaction.

Solutions Utilized

The opportunity

The client was looking to implement a single point of contact service desk for its nearly 50k global associates in six languages via phone, email and web.


Our solution

Sitel Group partnered with The Social Client to showcase chatbots in IT to meet the client’s digital transformation goals and offer more digital solutions to meet their needs. Sitel’s incident, problem and knowledge management SME’s developed and implemented IT service management best practices resulting in improved SLA performance and client satisfaction.

Client's Objectives

  • Maintain or improve CSAT and NPS
  • Improve and stabilize SLA performance
  • Establish culture of continual improvement
  • Improve client perception with value-add services and digital transformation

Services Provided

  • Support for 42K associates via phone, email and web portal (245K contacts annually)
  • Knowledge-Centered Support (KCS) methodology
  • Outlier management and incident/problem management best practices
  • Service desk solution based on ITSM best practices
  • Robust knowledge management program

The results

Non-phone response time decreased 72%
Increased ASA performance 44%
Reduced email response time 72%
Abandon rate reduced by 81%
Expansion opportunities for additional countries and languages based on performance
Reduced agents’ use of no KB found by 65%
Maintained 98% agent KB usage on every ticket
Achieved 92.5% cSat
Maintained NPS 70+ (with goal of 67)
Created proactive, value-focused culture

reduced abandon rate

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