Case Studies
Look into ROI Research HERE
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University of Miami- Executive Information & Technology Institute
-Calculating ITIL ROI
View it here
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Emphasis on Multi-Lingual Advantage
Problem
In a fast-growth enterprise service desk like Red Bull North America, the difficulty of delivering high-quality end-user support within an expanding multi-lingual environment is common. As the company’s footprint continued to expand within Latin America, the lack of capabilities by Red Bull’s then-current outsource provider taxed both the help desk metrics (low first-call resolution, high problem repetition) and the culture itself (costly, morale-killing agent turnover).
Challenge
At issue was the absence of ITIL-based process support, workflow, and analytics capabilities. And beyond the negative impact this was having within IT, the unacceptably low customer service was driving end-users to “help themselves,” dragging corporate productivity down with the hidden, indirect cost of peer (or “shadow”) support. In all, it amounted to a human capital downward spiral for Red Bull’s knowledge workforce. Management needed to find a way to streamline the service desk operation, leverage the power of the cloud, and regain its credibility with an expanding global workforce.
Solution
To turn this challenge into an opportunity, Red Bull North America took a more comprehensive view of the situation. Leveraging OTI ITIL v3’s custom methodology, Red Bull combined the powerfully simple, highly social, cloud-enabled accessibility of ServiceNow Service Desk with the rapidly adaptable capabilities of OTI’s native-speaking agent team, who can handle everything from an SAP incident to a mobile device deployment to something as time-critical as a Lotus Notes call.
According to Red Bull North America’s head of technology, the partnership with OTI ITIL v3 “ensures we provide a consistent, high-quality user experience throughout the Americas” and “consistently exceed our KPI objectives.”