Microland transforms employees' technology support experience and boosts productivity through global service desk excellence for a global oncology company

Overview

The client is a multinational oncology company specializing in the development of cancer treatment drugs. With a significant presence in the Chinese market, it was crucial for the client to provide local language support in order to effectively engage with stakeholders, government agencies, healthcare providers, and patients in a highly competitive and regulated environment. Microland partnered with the company to modernize their service desk operations, seamlessly navigate regulatory challenges across multiple regions, and efficiently resolve end-user issues.

Challenges

The client was facing several challenges related to its service desk operations and end-user support across its countries of operation.

• Continuous downtime and service interruptions due to an unstable home-grown voice platform.
• Low IT Service Desk adoption, which led to inefficient problem management procedures, causing delays in issue resolution and resulting in end-user dissatisfaction
• Operational delays caused by limited Mandarin language support for a large user base in China negatively impacted regulatory compliance and operations, with slower response times due to the language barrier.

Microland Solution

Microland transformed the client’s service desk operations in the following manner:

• Implemented a nextgen service desk and end-user service, including desktop management and deskside support for users across Australia, China, India, Mexico, Romania, and the USA
• Aligned with SDI and ITIL Service Management modules to standardize and enhance service delivery practices
• Improved agent productivity and reduced service interruptions by migrating the client’s in-house voice platform to AWS Connect, significantly enhancing their experience
• Partnered with leading niche IT service firms in Taiwan, Eastern Europe, Mexico, and China to support a multilingual user base, ensuring trust with key stakeholders in government and medical bodies, efficient service delivery, high-quality interactions, and cost optimization.
• Implemented targeted CSIPs for addressing each user’s concern, ensuring continuous improvement and responsiveness

Value Delivered

Below are the outcomes and value we have delivered to the client:

• 80% first call resolution rate, 12% points increase from 68% through streamlined incident management.
• 85% service desk productivity post implementation of AWS Connect.
• 40% reduction in LPI (Least Priority Incident) with streamlined incident management processes.
• 20% cost reduction achieved within one year of implementing service desk by aligning with SDI and ITIL Service Management modules to enhance service delivery practices.