USTGlobal ®

DIGITALWORKPLACEMANAGEMENT

DIGITAL WORKPLACEMANAGEMENT

Service Desk and Level 2 support to a leading Food

Service and Support Service Provider in the UK and

supporting around 10,000+ users at 478+ Sites in

Australia & New Zealand.

ABOUT CLIENT

Our client is a British multinational contract food

service company headquartered in Chertsey, Surrey.

It is the largest contract foodservice company in the

world. It has operations in 50 countries, employs over

550,000 people and serves around 5.5 billion meals

a year. Compass Group is listed on the London

Stock Exchange and is a constituent of the FTSE

100 Index. It is also a Fortune Global 500 company.

AUTOMATION WITHOUR UST SMARTOPSPLATFORM

Leveraging our digital employee platform, UST

SmartOps®, created a significant impact by

enabling a proactive IT environment with

accelerated resolution framework and minimal

human interactions.

OUR SERVICE DESKENTWINED WITH EXTREME + EXPERIENCE &NO TICKET CULTURE DNA

Our Service Desk model created an end-to-end

comprehensive support enterprise that empowered

users with an accelerated issue resolution, enabling

them to spend more time on important core business

projects.

Created an ‘Internal IT Brand’ for our client’s Service

Desk support system by institutionalizing our

Extreme + Experience framework and ‘No Ticket’

Culture.

BUSINESS PROBLEM

Needed a support service for Service Desk and Level 2Average Speed of Answer SLA was breaching threshold

Password calls contributed towards high call volume

30% reduction in IT operations cost

20% reduction in ticket volume through analysis, correlation and proactive & prescriptive issue

resolution

>10% improvement in employee productivitythrough structured knowledge management, dynamic FAQs and self-healing IT

10% reduction in deskside manpower

Support intelligent framework to detect and resolve new issues, and prevent recurring issues 

OVERALLSUCCESS & OUTCOMES

Improved AHT and ASA

Reduced Abandon rate to nearly 3%

Improved FCR by 90%

Ticket Closure rate was improved to over 93%

Improving Desk Quality Score

QA 86%

Improved CSAT to 4.7

SEAMLESS TRANSITION

The single most focal point of our client’s transition

was to perform a zero impact and smooth transition

of services through our proven and structured

transition program that enriches client experience

and assurance to a risk-free service transition into

Steady State. Our Hypercare system places an

emphasised monitoring of the transitioned system.

Our transition accelerator EdgeConnect® provides a

complete program and transition transparency, and

digital governance.

OUR SUPPORT ENVIRONMENT

Created an effective, quality- oriented support

environment for our client supported by a ‘RUN &

TRANSFORM’ framework that resulted in creating an

exceptional end user management facility for user

issue management and resolution ensuring end user

contentment.

RUN FRAMEWORK

Our RUN framework provided uniform, consistent

and quality services.

Provisioned consistent and uninterrupted service

Improved KPI’s

Improved CSAT Score to 4.7

Improved major incident handling

Improved P1, P2 ticket closure rates

Implemented SLA improvement plan for enhancing the SLA metrics

Major Contribution towards Application Stability

TRANSFORM FRAMEWORK

Our TRANSFORM Framework focused on transforming

employee experience

Multi-channel Support

Personalized, proactive and predictive support

Automation and Self-healing through Intelligence framework to automate processes, Accelerate response and Self-heal to eliminate issues before they occur

Optimized end user interactions by interaction analysis, improved pre-emptiveness & ticket reduction

Empower via Self-help supported through KMDB, Client University, Extensive & updated FAQs and DIY (Do-It-Yourself) kits for self-resolution of issues

Proactive Analysis to understand call peak timing, no of calls, type of calls to derive a daily pattern

Deep dive into call types and bucketized the issues for a plan of action

Project Password Automation was implemented to automate password related issues

CONTINUOUS IMPROVEMENT THROUGH ESTABLISHED ‘NO TICKET’ CULTURE

Establishing a ‘NO TICKET’ Culture in the Support

enterprise

Ticket reduction through Automating incident resolutions and enabling self-healing through intelligent framework

Self –help Environment to establish an extensive knowledge base, live FAQ and DIY resolution and interactive help to empower users to self-sustain

Proactive and Predictive Support through predicting issues, resolving them with minimal human intervention and send proactive alerts to agents

Interactive Intelligent Chatbots for handling structured and repetitive tasks and activities

ESTABLISH BUSINESS AS USUAL (BAU)

KEY SOLUTIONOur journey towards an end-to-end Extreme + Experience Service Desk through empowering end users and

continuous improvement to the support process. The major facets of our solution are

USTGlobal ®

UST Global® is a fast-growing digital technology company that provides advanced computing and digital services to

large private and public enterprises around the world. Driven by a larger purpose of Transforming Lives and the

philosophy of “fewer Clients, more Attention”, we bring in the entrepreneurial spirit that seeks the fastest path to value

in today’s digital economy. Our innovative technology services and pioneering social programs make us stand apart.

UST Global is headquartered in Aliso Viejo, California and operates in 25 countries. Our clients include Fortune 500

companies in Banking and Financial Services, Healthcare, Insurance, Retail, High Technology, Manufacturing, Shipping,

and Telecom. UST Global believes in building long-lasting, strategic business relationships through agile and

client-centric global engagement models that combine local experts and resources with cost, scale, and quality

advantages of global operations.

For further information, contact: info@ust-global.com

Corporate Office: UST Global®, 5 Polaris Way, Aliso Viejo, CA 92656 www.ust-global.com

Phone: (949) 716-8757 Fax: (949) 716-8396UST Global® Copyright © 2019. All Rights Reserved.

COUNTRIES YEARSEXPERIENCE

20,000+19+25+PEOPLE

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