Service Desk

Industrial supplier galvanizes IT services with CAI

CAI helps a global company improve its service desk and save money.

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CAI Service Desk helps a global company improve service and save money

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 and improve first-level resolution (FLR). CAI delivered a solution for level 1 service desk support, focusing on improving customer experience and fast incident resolution by implementing self-help and self-service tools to drive contact volume down and the client experience up. CAI 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.

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.

return-on-interest $1.2M+ Saved over two years
graph-downward 5,000 Contacts reduced per month
circle-check 78.6% First-level resolution rate
people 94% Customer experience rate

Benefits

CAI reduced contacts at the service desk by nearly 5,000 per month. By outsourcing its service desk to CAI, the company saved a total of $1,230,687 over the past two years.

To date, CAI has met and exceeded the client service level agreements with an average speed of answer of 25 seconds (compared to a global industry average of 44 seconds), an abandon rate of 5.7 percent (compared to a global industry average of 10.6 percent), an FLR rate of 78.6 percent (compared to a global industry average of 65.4 percent), and a customer experience rating of 94 percent average (compared to a Help Desk Institute’s best practices of 86 percent). CAI also exceeded the company’s 2019 goal of averaging a 25 percent reduction per month of incidents requiring escalation to level 2.

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