challenge
The client, a $10 billion global financial services firm, needed a managed services solution to update and improve knowledge-base information for their global service desk and command center. Specifically, they were worried about overall knowledge database ownership for their standard operating procedures — and also hoped to expand knowledge articles across the organization. With outdated support documents and review processes in place, however, they had a long way to go. Concerned that service desk call volumes kept spiking, the client came to Randstad for solutions.
randstad technologies solution
After analyzing 8,000-plus knowledge-base articles to determine their usefulness in supporting service requests and uncover potential knowledge gaps, the team from Randstad got to work:
- developing articles for the client’s command center, chat support and end-user environments
- cataloging end-user documents in ServiceNow, which simplified both management and the user experience
- publishing content for other teams while guiding them through the process of setting up articles, workflows, reviews and more
outcome
We handed over to the client centralized, up-to-date and easy-to-navigate knowledge-base content — but that was just the beginning. Highlights of the engagement included:
- reducing the volume of calls to the client’s service desk by 1,000 per month, despite a simultaneous 2,000 increase in the number of users
- increasing monthly knowledge-base views from around 1,000 to nearly 5,000 per month within the first year (currently 7,000 knowledge-base views per month)
- automating the client’s review processes and providing regular reporting to evaluate content efficiency
- instituting a regular review process for operational-readiness documents, which ensured the ongoing value of our work by checking for accuracy and updates every six months
Looking to solve similar operational pain points at your company today? Contact Randstad to learn how we can help eliminate them from end to end.