Exide Technologies is a global provider of stored electrical energy solutions – batteries and associated equipment and services for transportation and industrial markets. With 127 years of industry experience and operating in more than 80 countries, Exide produces and recycles a broad range of products that keep customers and their businesses powering forward.
|Challenge||Exide Technologies required a transition of Exide Technologies Help Desk, On-Site (Local Services) and Infrastructure Support from their partners in order to standardize operating procedures across all Exide locations, implement Service Levels and KPIs and to improve Service Level performance. They required a cost effective and efficient service delivery model, an effective cohesion between Service Desk, Onsite engineers, Infrastructure engineers and Hands and Feet engineers for improved end user experience. Also, the Service Desk taking full incident ownership, even if incidents are passed onto internal or 3rd party resolver groups.|
|Result|| We commenced our relationship with Exide in 2013, our solution provides:|
• A fully managed service;
• An intelligent and highly customer focused support teams;
• High levels of the first time and remote incident resolution;
• Reduction in high cost on site resource;
• Exceptional service quality and customer satisfaction;
• Continual service and cost improvement.
Exide Technologies end users are supported remotely by a multilingual Global Service Desk based out of Manila, Philippines and Debrecen, Hungary. Infrastructure Services is delivered remotely from transcosmos’ operations in Manila, Philippines.
Languages supported include: English, French, German, Spanish, Italian, Polish, Portuguese (Portugal) and Swedish.
Transcosmos is continuously seeking for improvements and better solutions to the service provided for Exide Technologies and applying ITIL best practices on the daily basis.
DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and railway. DHL is present in over 220 countries and territories across the globe, making it the most international company in the world.
|Challenge||DHL was looking for an experienced partner with proven capability and experience to further enhance the defined service. DHL required a flexible service model, where the capacity of the service can be increased or decreased reflecting the seasonality or business demand.|
|Result|| transcosmos Information Systems (TCIS) provides internal end user IT Tech Service Desk support for German and Benelux geographies. From our operation in Debrecen, Hungary we receive incoming requests by phone, email and service tickets. All requests are logged into DHL’s call management system Global ServiceNow. Issues include: password resets, installations, (quick fix) desktop issues, email management, and other issues that are in-line with agents’ skill set. We deliver the service in German and Dutch languages.|
“Simplicity! transcosmos (formerly Merlin) makes the complex easy and the services transparent from my internal help desk to my customers. transcosmos has been the best partner I have ever worked with in my career”
Pete Graf, Head of Global Help Desk, DHL.
ISS, one of the world’s leading facility services companies, was supplying The Foreign & Commonwealth Office (FCO) with a Facilities Management service desk.
|Challenge|| ISS were receiving complaints from FCO employees about the service desk and how they were sometimes difficult to understand or be understood. |
To address the issues reported to them by the FCO, ISS started looking around for an alternative supplier to provide the FCO with a suitable service desk which would address all the current issues. ISS were looking for a supplier that could provide a suitable solution without being a large faceless organisation. The service was quite specialised and more suited to a small to mid-sized support provider that could tailor a bespoke service for them, rather than a large provider that would provide a fixed/standard service desk with no room for adjustment to suit.
|Result|| TCISUK (formerly Merlin Information Systems) were approached to propose a suitable solution. The new TCIS team went live in July 2012 supporting FCO on behalf of ISS.|
Due to the success of the FCO service, in September 2012, ISS awarded TCISUK with the ISS Barclays contract. Another service desk team based in Manilla, Philippines, supporting Barclays Asia Pacific & Middle East locations with a facilities management service desk.
To compliment the above services, TCISUK also provide data entry capabilities to ISS for FCO and Barclays (USA), recording the sites energy usage and reporting these figures to the relevant departments.
To date, across all the ISS sub-contracts, TCISUK supply 24 agents out of our Manilla, Philippines offices.
Ryanair is Europe’s favourite airline, carrying 119m passangers on more than 1,800 daily flights from 86 bases, connecting over 200 destinations in 33 countries.
|Challenge||Following a formal vendor selection process, we were selected by Ryanair to deliver customer support services. We were awarded the contract based on our ability to provide a cost effective near-shore operating platform located in Hungary, our capability to provide a flexible resourcing solution to meet seasonal peaks and unforeseen events driving spikes in customer contacts. Also, our ethos as a flexible, nimble, agile partner and our ability to support and add value to Ryanair’s ‘always getting better’ ABC customer experience program. In addition Ryanair was looking for a partner with the ability to provide scale to support their future growth plans.|
|Result|| We commenced our relationship with Ryanair in 2010; we handle all customer query types supporting both Phone and Chat channels, in English.|
We have a very successful relationship with Ryanair as we offer them a combination of very competitive costs, highly flexible resourcing and high levels of quality. In addition, we have been a proactive partner and have played a key role in changing their levels of customer service, for example by providing actionable customer feedback from our frontline agents and improving efficiency with a reliable forecasting model.
We are now planning to pilot new technologies for Ryanair that can further improve the customer experience. For example, we are looking at Chat Bots, Messenger, Robotic Process Automation, and Data Analytics.