Patni strengthens and extends the services portfolio of a UK based client through Helpdesk Support

The Challenge The Solution The Benefits

The client is able to accelerate process expertise, offer better quality services at a lower cost, besides enhancing business capability, after partnering with Patni as its extended service delivery arm.

The Client

One of the leading providers of IT Services and Business Process Management for customers in the UK.

The Challenge

The client's business expansion plans called for frequent add-ons, upgrades and expansion to its network architecture. As a result, it had acquired a hybrid network infrastructure to address its changing business needs. Latency in the network would prevent network stability and application performance.

Patni offered the client an offshoring option with aggressive SLAs, to boost confidence, and accelerate process expertise.

The Solution

Patni' solution primarily focused on ensuring a well-planned, but accelerated process for knowledge and responsibility transition.

Patni's internal helpdesk for the client provides a "single point of contact" interface for the client's user community, and coordinates with the client's support teams and relevant third parties. Problem resolution on our helpdesk ranges from printer failure calls and system access requests, to queries on MS-Office applications.

Patni's solution domain for the client includes:

	Level 1 Support for over 2500 employees of the client across UK
	PC Hardware/Software and Peripheral support
	Password resets/Account unblocks for mainframe, client's intranet, resource bookings, Windows NT, Lotus Notes and Remedy (CRM application)
	Managing LAN and Mainframe printers
	Maintaining contact database for Remedy.

Patni has committed to and is exceeding aggressive SLA metrics like:

	Number of calls answered within 20 seconds: Target 80%; Achieved 96%
	100% of severity 1 and 2 issues are escalated within 5 minutes
	More than 80% of the all support calls are resolved at level 1.

The Benefits

	The client is able to offer better quality services to its customers at a lower cost, through its strategic alliance with Patni
	The client acquired the capability to look at new businesses over and above current capabilities, with Patni as its extended service delivery arm.