IT support with automation turbo charges productivity

The client is one of the top 10 global law firms with operations headquartered in Europe. It has 5,000+ employees in over 36 offices across 26 countries.

Being a law firm, the client’s earnings are based on hours billed by their team. Therefore, maintaining high levels of employee productivity was critical. With its in-house IT support being ineffective and expensive, the client was seeking a partner who could help reduce costs, while reducing people dependency and leveraging best practices for their IT infrastructure. In addition, the support was required to be delivered with a high degree of security.

To complicate matters, the client had transitioned from the BYOD to the CYOD (Choose-your-own-device) model. As part of the new model, end users were given a choice between Windows and Apple products, and hence the client required a partner to support all other OSs such as Android, Blackberry, etc. The client had 16 services (service desk, end-user management, etc.) and 900+ applications (including bespoke ones) that had to be supported across the technology spectrum. Note: About 90% of the applications were in the planning or deployed stage.

Microland created robust Service Desk support with a 24X7X365 days window for the client’s business users across UK, Spain, Italy, Middle East, China, Singapore, Australia, France, Italy, Turkey, Belgium, Netherlands and Luxembourg. The overall improvement in service outcomes was driven by a Balance Scorecard reporting mechanism for Service Desk operations and performance as a result of which 98% of users have rated the new service `Good’ or `Excellent’ (4.5/5).

Microland’s extensive experience in Service Desk support provided the client with numerous benefits including:

• 35% reduction in IT costs enabled by merging service lines
• 20% increase in device uptime, improving employee productivity
• Overall reduction in resolution TAT improving business agility
• 80% First Call Resolution (FCR) enabled by left shift initiatives
• 80% reduction in time taken for user account provisioning by deploying automation
• The engagement started in 2010 with Service Desk, application support and incident management services. It has now grown to 16 service lines in remote infrastructure management with a team size of 100+.