End User Experience

A global industrial services company was growing rapidly organically and through acquisition. Integrating large numbers of new acquisitions into the company was a major endeavor. This strong growth was increasing demands on the in-house service desk to provide IT and application support to employees and field personnel. Incident volumes were higher than they should have been, while wait and resolution times continued to lengthen.

Challenges

The company was looking for a technology partner who could take responsibility for running and improving end user support through leveraging the company’s ServiceNow platform. However, their successful culture favored in-house service delivery. While leadership recognized the need for service desk improvements, they approached the process with caution so as to minimize any potential transition risk and to prioritize the well-being and retention of their internal service desk team.

Our solution

Rather than immediately outsourcing the service desk, the company’s leadership engaged and consulted
Celsior, Pyramid Consulting’s IT solutions business unit. They decided to initially work with us using a co-managed, staff augmentation model. Over six months, we provided skilled service desk agents and delivered actionable recommendations for operational improvements. During this period, the company saw tangible value and developed trust in our capabilities.

Building on this foundation, the company transitioned to a managed services model with us,
transforming the in-house Level-1 / Level-2 service desk into a fully outsourced managed service and
converting existing service desk agents and contractors into Celsior employees. This approach minimized
transition risk and preserved institutional knowledge. The team was expanded to 28 members, including
additional agents and a dedicated supervisor, immediately improving response and resolution
performance.

Concurrently, we conducted a rapid assessment of service desk operations and the ServiceNow
ticketing system, creating a transformation roadmap focused on “shift-left” strategies and automation.
Planned enhancements include chat support and self-service capabilities to elevate user experience and
productivity.

The company holds weekly, monthly, and quarterly governance meetings with us. These data-driven
discussions, with integrated performance reports, ensure continuous quality and stepwise improvement in
resolution times, escalation management, and other key performance indicators.

As part of the three-year agreement, we committed to year-over-year performance improvements and cost reductions through contractual SLAs.

Business outcomes

Although the solution is still in early stages, several business outcomes are already in sight, including:

• Reduced operational burden on the company by offloading end-user support, enabling focus on
  strategic initiatives.
• Performance and cost commitments secured through a three-year contract with measurable SLAs.
• 100% retention of service desk personnel who transitioned successfully to Celsior employment.
• Improved support metrics, including first-call resolution, speed-to-answer, and CSAT, enhancing
  productivity for the company’s employees.