Beyondsoft Service Desk increases operational efficiency and scalability
The challenge
The client needed a new content delivery platform to support a global base of OEM partners. The client was looking for deep CMS expertise and successful experience in running efficient service desks to manage content creation and change requests.
The solution
The client leveraged Beyondsoft’s SiteCore expertise to establish a new content delivery platform. In addition to implementing the new CMS, the Beyondsoft service desk implemented a new publishing model to improve the efficiency of the content creation, modification, and audit processes.
The client gained the experience and ability to scale quickly; recruiting, training, and transitioning work from the incumbent supplier in less than 30 days. When the transition was complete, the editorial and publishing team was already standing by to create content to support the 80+ stakeholders.
In FY17, the new team created and wrote for 900 assets and edited and published 1900 assets.
All content was checked for tone consistency and adherence to the Microsoft style guide. Results included:
- Reliable migration of 2115 existing site assets, supported by Beyondsoft’s CMS expertise.
- Over 3900 tickets and publishing requests resolved/published by the service desk in FY17.
- No service interruption or missed SLA throughout the normal run workload.
Other improvements included enhanced program governance that included a rhythm of business engagement for the MBR/QBR reports. The client also leveraged Beyondsoft’s BI/analytics experience to continually improve its KPI/site performance. Most impressively, tickets were automatically resolved with greater accuracy, which increased the overall service desk efficiency by 6%.