Case Study | ITSM Advisory Services for Interpretation and Translation Services Provider

Technology

About Client:

A market leader in providing interpretation and translation services using various customer contact channels by leveraging the power of contact center technology and multilingual interpreter talents.

Business Challenges:

· Effectively use existing tool investments and enable the journey towards selfservice for end users and first line customer support staff

· Improve retention rate of support requests at first and second level support teams

· Eliminate single person dependency for custom developed in house and cloud application support

 Business Benefits:

 · Sensiple helped by enabling the support organization leaders with existing knowledge solutions to embrace the concept of knowledge centered support

· Not only was a solution designed but also the baseline documentation development assistance was provided to make sure that the organization is in the right path towards maturity and dependency risk mitigation

Solution Provided:

· Sensiple explored various tool investments within the organization to make sure that all available options are assessed to determine the right option that is ease to use and configure

· Stake holder feedback on knowledge documentation development priority and design were collected to define the initial phase of the knowledge management initiative

· Sensiple’s knowledge authors and technical writers with experience in the areas of technical support worked hand in hand with the client team analysts and SMEs for developing content

· Established an SME assignment based review process to qualify knowledgebase articles

· Training, brownbag and knowledge sharing sessions were conducted to make sure that all the team members embrace the concept of utilizing a centralized knowledge management solution for support and user documentation

· Self-help video tutorials were developed to train users and analysts on best practices and navigation

· Ongoing publishing, content authoring ownership and approval processes were established to govern the knowledge management portal and ensure quality of articles

Be it your Infrastructure modernization to Cloud, or ITSM or NextGen Automation tools, Sensiple bring our acquired expertise to the table to help you create, run, monitor, and manage your next generation IT Infrastructure, through our support services.

Sensiple is a brand owned by E Pro Inc., a New Jersey corporation, established in 1999 delivering IT products and services around the globe while maintaining delivery standards. Our IT products and services concentrate in the areas of Customer Experience, Capital Markets, Digital & Enterprise Transformation, Infrastructure and Independent Testing from ideation to execution.

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