Bombardier Transportation Benefits From Self Service
- Upgrade the company’s Self Service Portal with new functionality and increase user adoption companywide.
- Service Desk Online, a multilingual Web portal that provides a single point of entry to all Self Service tools; a new Ticket Log and Tracking channel and a Password Manager service.
- Self Service awareness and usage has increased. The equivalent of 2,000 contacts did not call the Service Desk for assistance. We forecast this figure to be 6,000 contacts avoided in FY11.
At a major corporation, change can be difficult. But in a competitive global marketplace, it’s often necessary for companies to adopt new processes to stay profitable.
We’ve worked with Bombardier Transportation, the rail division of Bombardier, Inc., for nearly a decade. During that time CSC has supported this global leader in rail and transit systems with a full spectrum of IT infrastructure services.
Phasing in solutions
In any outsourcing relationship, a consistent challenge is promoting a cultural shift within the client organization to help employees understand and utilize new tools and ways of doing business.
For Bombardier Transportation’s 21,000 employees worldwide that meant a phased rollout of innovative Self Service functionality to incrementally promote an increase in user adoption, including:
- Phase 1: Upgrade the Self Service Portal (called Service Desk Online or SDO). SDO is a multilingual (English, Canadian French and German) Web portal that provides a single point of entry to all self-service tools.
- Phase 2: Give users the ability to log their own tickets online and check for updates to previously logged tickets. We provided a Ticket Log and Track tool as a 24x7 complementary communication channel to the Service Desk.
- Phase 3: Deploy a Web Password Management Service (Password Manager) to employees. Password Manager is a user-friendly Web-enabled service that allows users to manage and reset their own passwords online.
Improving user acceptance
Self Service awareness and usage has increased since SDO was upgraded and Password Manager deployed. Through our services, the equivalent of 2,000 contacts avoided the Service Desk (meaning that if Self Service wasn’t in place, the Service Desk would have seen 2,000 more contacts).
We are forecasting this figure to be 6,000 contacts avoided for FY11. The main reason we have managed to provide a successful Self Service model to Bombardier is due to the excellent relationship between Bombardier, the CSC service delivery team and the Self Service lead.