We pinpointed key areas for improvement and introduced the BDO Digital Service Desk solution. This move slashed TWC's support ticket backlog by half and significantly boosted resolution efficiency. The outcome? A remarkable leap in productivity and customer satisfaction, underscoring the impact of targeted, data-driven solutions to help overcome operational challenges and set new benchmarks in service excellence.
Driving Business Performance Through End-User Experience
Top 3 Areas of Impact
50%
decrease in ticket backlog
11%
decrease in ticket resolution time
8%
increase in employee satisfaction
Summary
Learn how BDO helped a company scale its service desk to support business growth and digital transformation.
CLIENT
The Wesleyan Church World HQ
The Wesleyan Church World HQ
Challenge
The IT Service Desk for The Wesleyan Church World Headquarters (TWC) had outgrown its existing service capabilities and lacked the in-house capabilities to efficiently serve its customers. User downtimes had reduced client satisfaction and impacted the productivity of service desk employees. Choosing and implementing cloud technology solutions was another concern. TWC needed to improve system efficiency to enable employees to better assist users and support its global mission.
Recommendations
We first leveraged our data analytics and reporting capabilities to pinpoint the following key areas for improvement: reducing the time required to resolve client issues and increasing overall client satisfaction. Then we advised the client to implement the BDO Digital Service Desk solution.
Results
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The team at BDO Digital applies tech solutions to real world problems. Learn how our professionals can help scale your business operations to better meet demand.
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