Trissential’s client engages in the generation, purchase, transmission, distribution, and sale of electricity to residential, commercial and industrial customers. The company’s employee help desk environment was stable but not cost effective. The previous system leveraged two main vendors from which calls were transferred back and forth, depending on the type of service request. This process resulted in employee and business inefficiencies.
The company looked to simplify its help desk process with a more comprehensive interactive voice response (IVR) system. Trissential was engaged to help the client implement an innovative system that balanced business needs, offered a more convenient and pleasant employee help desk experience, and reduced overall costs. The solution entailed:
- Trissential worked with the client to consolidate help desk operations.
- The project team managed vendor cutover activities, controlling the project budget, organizing development with the IVR vendor, coordinating contract negotiation meetings and communicating issues to stakeholders.
- Trissential developed and executed the communication plan to upper management, and orchestrated communication activities throughout the company to update employees about the new help desk service.
The new consolidated IVR system for the client’s help desk operations has yielded significant results. The company has reduced costs with a projected return on investment of 420%. With a simplified help desk IVR, employee satisfaction has increased and calls to the help desk have been reduced by an average of 1,400 per month. The client expects to realize additional reductions through further automation and self-service opportunities. And, the new single-vendor contract maximizes the value of outsourced partners and promotes the development of continuous improvement initiatives throughout the company.