Challenges : Reduce cost for their IT helpdesk on handling trouble tickets logged by their user community. Visibility to contract negotiation opportunities as the company was looking out to hire new vendors. Outcome: Our efforts resulted in providing a complete set of optimized process and potential annual savings of $6 Million ($ 515k per month). It also led to a significant reduction of 40% in their current ticket cost. The process model restructure would potentially allow the staff to be reduced considerably. There was a comprehensive report shared with the stakeholders within a period of 8 weeks.

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