IT infrastructure services, Service Desk, digital workplace services

Service desk support for enhanced user experience

A leading environmental solutions provider improves Service Desk operations to deliver superior experience, enable continuous service improvement and lower costs

Microland’s Service Desk expertise and processes for continuous improvement ensure the client accesses high quality services while simultaneously reducing costs by leveraging a knowledge base. The client was also able to measure and track the quality of their IT service—a capability that it lacked before Microland’s intervention.

▲Speed to answer 80% of Service Desk calls improved from 45 seconds to 5 seconds

▼Repeat customer contact reduced from 7% to 2% within a span of 8 weeks



The client is a leading provider of environmental solutions to 21 million customers across the US and Canada. They offer recycling facilities, transfer stations and landfill services to a wide range of customers including municipalities, construction sites, healthcare facilities, and commercial buildings.

Business Goal

The client wanted to move from ‘customer satisfaction’ to ‘customer delight’ for its IT support operations. The additional objectives were to reduce cost and seek high quality Service Desk support that could improve employee productivity.  The overall scope included 40,000 user devices across the client’s operations in the US and Canada and 18 customer experience/call centres catering to 21 million end customers in 500 remote sites.

Microland Solution

Microland’s Workplace Services practice began by transitioning the Service Desk from an in-house model to an offshore model and transformed it across the dimensions of operational rigor, team enablement, knowing the customer, measuring the right metrics and collaborating for innovation. This was achieved by:

  • Implementing ITIL-aligned Service Management principles across the Service Desk and with other IT stakeholders, enhancing visibility and process maturity
  • Measuring service downtime impact on end users, prioritizing high value impacts and forcing agents to restore prioritized users, leading to enhanced productivity
  • Enhancing Service Desk agent performance by creating a knowledge base for common issues leading to faster issue resolution
  • Automating the top 10% recurring issues, in a cycle of continual innovation, thus enabling the Level 1 team to resolve issues faster in comparison to transferring calls to multiple levels
  • Transitioning from a multi-question survey format to a Net Promoter Score (NPS) thus measuring true end-to-end Service Desk capability
  • Integrating voice-based systems with ITSM ticketing system to identify the customer (and profile) before the customer reaches the Service Desk
  • Collaborating with other IT groups/resolver groups to transition from being just a Service Desk to being a true IT business partner

Business Outcomes

Microland’s expertise in assessment and the methodical application of processes were central in meeting the stated improvement goals:

  • Improvement in Customer Satisfaction with repeat customer contact reduced from 7% to 2% within a span of 8 weeks
  • Significant reduction in Service Desk costs
  • Improved workforce productivity

The transformation enabled continuous enhancement of the Service Desk, resulting in the client extending the engagement to address complete integration with their IT team. Microland’s process-focused solutions also reduced the dependency on individuals.

Read more
Turbo charge your teams

More Customer Stories

  • Microland used its expertise to deploy the Windows 10 Evergreen Service with minimal disruption to end users of a FTSE 250 organization
  • Microland’s Windows 10 Evergreen Service lowers TCO of managing the environment by 30% for a global IT services provider.
  • Microland’s global delivery center ensures 100% adherence to data and security compliance, improved experience for 13,000+ users and enhanced ROI on O365 investments for a global software giant.
  • A local government authority in the UK leveraged a fully-managed Windows 10 Evergreen Service to provide employees the latest version of the OS
  • A local government authority in the UK deploys Microsoft Intune to manage all phones (Windows, Android and iOS) and ensure employees use the latest technology to access data on-the-go
  • Leading global technology product company migrates over 900,000 mailboxes to cloud for its global customers.
  • A leading environmental solutions provider improves Service Desk operations to deliver superior experience, enable continuous service improvement and lower costs
  • Microland’s workplace solutions leveraged automation and continuous improvement processes to deliver enhanced user experience and boost productivity for a multinational consulting firm.
  • Microland enhanced employee productivity by transforming IT infrastructure into a highly available, cost-efficient and robust environment for a global law firm.
  • Microland’s O365 expertise combined with its industry-leading security practice and cloud capabilities create a robust solution for a Fortune 500 mass media conglomerate.
  • Managing the DC and network estate, while ensuring reliable performance and continuous process improvement.
  • Creating The Digital Backbone For A Leading Environmental Services Provider
  • Productivity Gains for a Global Auto Major
  • Microland modernizes the productivity infrastructure for more than 250 US Federal and State agencies
  • Microland leveraged its multi-tenant proprietary platform - SmartMigrate, to simplify the enterprise-wide complex migration without impacting the business for the M&A and divesture scenario
  • The client is a local authority in Greater London, England. The client provides dozens of services like housing, social services, libraries, waste management, traffic, roadways, and environmental health, among others, to its 342,000 residents.
  • Microland enhanced cross platform portability of the application through AWS
  • Microland’s client is one of the world’s largest automobile manufacturers headquartered in Asia and manufacturing units across North America and Europe.
  • The client is an FTSE 250 company managing over 500 contracts worldwide related to Defence, Justice & Immigration, Transport, Health, and Citizen Services
  • The client is one of the largest and leading banks in Saudi Arabia with 680+ Branches and 3200 ATMs spread across the Kingdom of Saudi Arabia (KSA).
  • Microland Improved Customer Experience and Retention for a Global Aviation Firm by Transforming and Streamlining its Sales Operations
  • Microland Device as a Service helps the Largest Bank in Saudi Arabia achieve 25% Cost Savings
  • Microland improved user experience through a 59% reduction in reactive incident management for the World’s largest Consumer Goods Company