Back to Case Studies
Financial Services
BNP ISPL EUC
BNP ISPL
Challenge
BNPP faces challenges in providing seamless IT service delivery across multiple locations.
Solution
- Customer Experience Services
- EUC Services
- Monitoring Services
Outcome
- >13,000/hr customers requests
- >20m phone calls
- ~3.5m concierge calls
100 service Engineers
Key Achievement
4 languages
Key Achievement
10 locations in 5 states
Key Achievement
Key Deliverables
- Implementing ITIL processes (Incident Management, Problem Management, Change Management etc)
- Creating a centralized service desk for enabling incident resolution in a timely manner, analyses of gathered data, creating knowledge which can help users to resolve their own issues
- Ensured all required regulations to be complied with pertaining to the services
Technologies Used
ITIL FrameworkService DeskMonitoring ToolsMulti-language SupportCompliance Management
Project Scope
End-to-end IT service delivery management to BNPP staff across India with multi-language support and distributed operations.