Patni manages the IT helpdesk of the largest apparel manufacturer

The Challenge The Solution The Benefits

Patni's technical helpdesk offshoring service helps increase service delivery window, in addition to significant cost savings and improvement in quality of service.

The Client

A Fortune 500 company, the largest apparel manufacturer in the world.

The Challenge

Over the years, the client had acquired a legacy of complex IT infrastructure to address its changing business needs. Internal helpdesk to support this infrastructure was expensive. Quality of support had also become a concern area, as qualified personnel to support this infrastructure were not readily available.

Patni offered the client an offshoring option to reduce cost of helpdesk operations, while improving quality levels; resulting in a significant reduction in the Total Cost of Ownership for the client.

The Solution

Patni's solution primarily focused on providing helpdesk support to the client's North American employee base.

With deep domain knowledge of Helpdesk Support and its vast pool of qualified IT professionals, Patni could provide a higher offshore leverage to the process.

Quickly mobilizing a large team, Patni first established procedures for process implementation, ensuring smooth process transition offshore. The planned "4-week transition test" stage was effectively crashed to 2 weeks.

Patni's solution domain for the client includes:

	Helpdesk Support - Level 1 & 2 Support for 9,000+ client employees across U.S. and Canada and OEM vendor support SLA Management
	Network Monitoring - Real-time monitoring and analysis of client's network activity.
	Setting up securities master

Patni's offshore helpdesk resolves more than 90% of the desktop support calls every month, has a call abandonment rate of less than 3% and a queue time of 8 seconds.

The Benefits

	Improved service levels and enhanced coverage window from 8x5 to 24x7
	Significant cost savings and improvement of service quality
	Freed client's resources and management bandwidth, to focus on core-to-business activities
	Exchange of best practices, and deep mutual confidence, resulting in the creation of a highly competent and optimized workforce.