Rapid Start-up for Work-From-Home Service Desk
Experis developed Governance policies across six Enterprise Operating units and remediated thousands of unstructured data points across SharePoint, OneDrive, NFS, and external media.
Business Challenge
The client, a leader in vehicle route-optimization software and logistics services, was bidding on a large distribution company’s logistics routing contract. As part of the contract, the client needed to provide 24x7x365 live answer support for over 4,000 users. Support and service were musthaves for this client.
Solution
Working with the client, Experis was able to develop a rapid start-up and onboarding transition plan for nine work-from-home support agents. Leveraging years of remote service desk experience, governance and procedures, the agents handled around 7,000 calls while maintaining an exceptional time to resolution, resulting in complete end-user support satisfaction.
Results
After an initial trial period, the client was able to secure the initial contract. Based on the continued exceptional product and service provided by the agents, the client was able to expand the contract into a multi-year global logistics routing contract.