CAI Service Desk helps a global company improve their customer experience
Challenge
A Pennsylvania company supplies industrial gases and related equipment to dozens of industries, including refining, chemical, metals, electronics, manufacturing, and food and beverage. It is also the world’s leading supplier of liquefied natural gas process technology and equipment.
With approximately 16,000 employees and operations in 50 countries, the company relies heavily on its service desk to help employees troubleshoot IT problems and get back to work. Its service desk delivery model had been in place for more than 10 years and was struggling to keep up with changes in technology and the company’s cost reduction goals. Leaders needed to standardize support offerings and shift incident resolution from level 2 support resources to the service desk.
Solution
The company turned to CAI to take over its service desk. CAI delivered a solution for level 1 service desk support, focusing on improving customer experience and fast incident resolution. CAI also implemented a 24x7x365 level 1 service desk in seven languages – including English, German, Chinese, French, Korean, Portuguese, and Spanish with translation services for Polish and Czech – to improve the customer experience and drive faster incident resolution. The service desk offers support in enterprise applications, Microsoft products, and remote access issues.
After communications were vastly improved through language support and following a “shift left” methodology, CAI offered various improvement suggestions, including analysis of incidents escalated to level 2 that could be handled by level 1 support with proper issue correction information. It also determined what processes could be automated or accomplished through service request forms.
83.1%
First-level resolution rate
96.9%
Customer experience rate
16,000
Employees
50
Operations in 50 countries
Results
To date, CAI has met and exceeded the client service level agreements with an average speed of answer of 27 seconds, an abandon rate of 4.8 percent, an FLR rate of 83.1 percent, and a customer experience rating of 96.9 percent average. All of this with significant savings to the customer.
