UTC: Revitalizing the Global Help Desk
The Client
United Technologies Corporation (UTC)
The Challenge
Consolidate UTC's help desk to support its global reach and improve services.
The Solution
Using remote services solutions CSC merged multiple help desks into a single, centralized help desk that responds quickly to customer problems 24 hours a day, 7 days a week.
The Results
A streamlined, revitalized help desk that has provided remote problem resolution, a dramatic improvement in customer satisfaction and significant increases in the number of problems resolved during the first call.
More Information
Learn more about CSC's Dynamic Outsourcing
Contact Us and let our experience help you produce results.
|
|
United Technologies Corporation (UTC) is the 59th largest corporation in the United States, with 152,000 employees in more than 2,000 locations worldwide. CSC has worked as a strategic partner with UTC and its subsidiaries since UTC outsourced its IT operations to CSC in a 10-year outsourcing agreement valued at over $2 billion.
The Challenge
At the start of the outsourcing partnership, UTC faced the problem of several different help desks throughout the corporation, each with its own tools for tracking customer problems.
|
The CSC Solution: A Centralized Help Desk
CSC rolled out a series of help desk best practices that have resulted in a transformation and revitalization of the UTC help desk, among them:
- Consolidating all the help desks into a single, centralized help desk that responds quickly to customer problems 24 hours a day, 7 days a week.
- Highly trained, permanent staff members to work at the help desk, with ongoing training to improve their skill levels and equipment knowledge.
- Implementation of CSC’s Remote Management Option, which allows a technician in one part of the country to perform diagnostics and solutions on customer computers located in another part of the country — or even another side of the planet. This remote problem resolution capability enables highly skilled help desk personnel to be used across UTC's global divisions.
- Standardizing servers, PCs, laptops and other devices throughout UTC, allowing help desk personnel to master the intricacies of a smaller number of tools. In turn, this simplification of hardware enables problems to be resolved faster.
- Standardizing the thousands of different software configurations across UTC into three categories — Tier 1, including operating and browser software; Tier 2, including Microsoft Outlook, Adobe, and Outlook; and Tier 3, including business-unit specific software. This simplification of software allows help desk staff to concentrate on a smaller number of software tools, thereby enhancing their ability to provide immediate resolutions to customer problems.
The Benefits to UTC
CSC’s streamlined, revitalized help desk has provided enormous benefits to UTC:
- Single, centralized, 24x7 help desk
- Remote problem resolution
- Highly-trained technicians
- Dramatic improvement in customer satisfaction, from levels as low as 50 percent when CSC took over the help desk, to levels averaging 80 percent since CSC implemented a centralized help desk
- Significant increase in number of problems resolved during the first call, which is now at 85 percent.
|
|
