Pink Elephant provides a multilingual IT Service Desk

Tech Data has partnered with Pink Elephant to revolutionise its IT Service Desk. This retail organisation, which supports major brands like HP, Apple, Cisco, and Microsoft, faced significant challenges with its internal IT support service. The organisation recognised the need for an overhaul and sought Pink Elephant’s expertise to deliver enhanced customer and technical experiences.

The retail organisation was operating an internal, multilingual IT support service in Hampshire, UK. However, the service was not delivering the expected value, leading to dissatisfaction within the user community. Pink Elephant was brought in to assess the situation using best practice benchmarks, uncovering critical gaps in skills, processes, and technologies.

Initial findings revealed:

• Over 10,000 contacts managed per month, plus an additional 1,100 telephone contacts.
• High call abandonment rate at 21%.
• Only 21% of issues resolved at first contact.
• Significant delays in response times, especially for English language contacts.
  

The Solution: A Comprehensive 12-Month Improvement Plan

Upon taking over the service, Pink Elephant initiated a 12-month improvement project, focusing on:

• Recruitment: Sourcing local management and technical staff with native language skills, technical expertise, and exceptional communication abilities.
• Training: Intensive induction, followed by ITIL® and SDI® training to enhance customer engagement and technical proficiency.
• Technology Implementation: Deployment of Bomgar® Enterprise Remote Access technology to facilitate swift issue resolution.
• Management: Appointing a dedicated Service Manager, Team Manager, and Team Leaders to drive service turnaround.

After the service went live, Pink Elephant’s approach of managing capacity holistically, rather than in language-specific silos, allowed for a seamless transition and improved service delivery.

Results: Dramatic Improvements in Service Delivery

After 15 months of operation, the service has seen remarkable improvements:

• Call abandonment rate reduced from 21% to just 4%.
• First-contact resolution rate increased to 62%.
• Outstanding issues dropped to fewer than 90.
• Response times across all languages dramatically improved, with English language contacts now receiving responses within 10 seconds.

Customer satisfaction soared, with 85% of users reporting being satisfied or very satisfied with the service.

Why Choose Pink Elephant?

Pink Elephant is a global leader in business innovation and IT services. With a focus on translating knowledge into tangible results, Pink Elephant delivers comprehensive solutions that drive significant improvements in service delivery across diverse industries.