Overview
A leading parts manufacturing company faced challenges managing its IT operations due to a lack of centralized support, inefficient processes, and increasing security threats. The company partnered with ACL Digital, a renowned managed services provider, to implement a comprehensive solution leveraging AI/ML to enhance service delivery and improve customer satisfaction.
Challenges
Fragmented Support: Multiple teams and tools led to inconsistencies and delays in service delivery
Inefficient Processes: Manual processes and outdated systems hindered operational efficiency
Security Risks: The company was vulnerable to cyber threats due to inadequate security measures
Benefits
- Faster response times: Using the AI-driven platform Sainapse, the company sped up response times by 70%, enhancing the service desk's overall efficiency
- Improved first-time resolution (FTR): Sainapse analyzed incoming interactions to recommend the top 2-3 resolutions, increasing the FTR rate from 56% to 75% within the first three weeks of deployment
- Enhanced customer satisfaction: Auto escalation capabilities using Sainapse ensured that critical issues were addressed promptly, resulting in higher customer and staff satisfaction
- Centralized knowledge base: Agents accessed a single, centralized knowledge base through Sainapse, facilitating quicker problem resolution and improving service consistency
