Hays drives greater employee productivity with Next Generation Service Desk
Driving greater employee productivity with Next Generation Service Desk
Revenue generation at Hays is dependent on the productivity of its sales consultants. With the majority of IT support still telephone-based, Hays wanted to provide employees with a broader choice of engagement channels.
NGSD has streamlined the support experience for our staff, freeing them up to focus on their day job. It has opened up new engagement channels, providing staff with not only greater choice but also better outcomes.
Simon Gerhardt, IT Production Services Director at Hays
Objectives
- Maximise productivity and revenue generation
- Provide rapid response to users’ IT queries and issues
- Offer wider choice of engagement channels for IT support
Solution
- 5,550 users in 21 countries supported via Computacenter’s Next Generation Service Desk (NGSD) solution
- Project completed in just two months
- Range of new digitised support channels, including web chats
Outcome
- 60 per cent of IT support transactions happen online
- Drives greater staff retention and satisfaction
- Supports profitable growth