GAVS Technologies' 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about GAVS Technologies, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

PR Firm Leverages AIOps Platform ZIF™ for Enhanced Customer Experience

GAVS leveraged its AIOps platform Zero Incident Framework™ (ZIF™) for a Public Relations (PR) ﬁrm, with 6500+ employees, operating across 6 continents, with a global client base to power a new-age digital service desk, integrated with social media channels, for hassle-free ticket creation.

The client’s employees travel frequently across the globe, connecting from disparate locations like airports & ﬁeld oﬃces, often without access to IP phones to connect with traditional service desks. Being a PR ﬁrm, they rely heavily on timely communication and information sharing. With 75% of the total workforce requiring seamless and trouble-free connectivity, their requirements were unique, and diﬀerent from industry best practices for IT service desk. The existing traditional service desk comprising of 30+ agents, was overwhelmed with 8000-9000 tickets per month, debilitating their productivity, leading to delays in ticket triage & resolution times, and poor user experience.

Challenges

• Highly mobile workforce requiring rapid ticket resolution

• Inability of mobile workforce to connect to traditional service desks

• Traditional service desk model impacting productivity and driving up costs

• Poor user experience due to delays in ticket resolution

Scope Of Support

• Operate 24x7 ‘customer experience’ desk and act as a single point of contact (SPOC) for all Edelman users across the globe.

• Provide Monitoring support 5 days a week

• Operate 24x5 Network Security Services from Offshore

Solution Highlights

• User self-help portal for quick, anytime anywhere access

• Omni-channel for ease of ticket creation

• Real-time UX monitoring through User Experience Index (UEI)

• Integrated view of ticket queue on a single dashboard

• Heatmaps to highlight problem areas, recurring incident categories

• Workflow automation

• AI-led analytics, predictions, auto-triaging, self-remediation

Impact of the Project

• 40% reduction in tickets – 6000 from 10000+ (2400 automated)

• 50% reduction in ticket triage time

• 90%+ tickets auto triaged by virtual supervisor

• 30% improvement in response and resolution times

• 96% FCR - an increase of 38%

• Perfect CSAT score of 5 on 5

No DSAT

• 4.52 on 5 User Experience Index (UEI) score

Digital Transformation & Operational Excellence Industry Awards 2021

About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

Quick Links

Speakers

Agenda

BTOES Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com