Financial Services BPO Provider

IT Support & Service Desk Transformation

Backlog

Increased fulfilment

Attrition reduction

The Challenge

A leading provider of FS Business Process Outsourcing and operational transformation, specialising in the provision of lending, investments and savings services had issues with IT Support & Service Desk areas, with customer dissatisfaction risking the loss of business, high attrition, low morale and a backlog of 5,500 open tickets and unfulfilled requests.

The Solution

Illuminet took on Interim leadership to stabilise the IT services environment.

Illuminet ran a pre-cursor to our Now to Wow IT Business Transformation ‘Spin Cycle’ (IT consultancy-led approach, over a 90-day period). This transforms services, creates energy, enthusiasm and ownership of the ‘home team’ along the journey, treating digital transformation as iterative and cyclic rather than a one-shot exercise.

A complete overhaul of how IT services were delivered. This was a combination of organisational re-design, moving services to 24×7, an infrastructure refresh, the physical setup of a modern support centre & implementation of robust ITIL processes.

The Impact

This transformed the areas from being seen as poorly performing to a world class function that became a showcase for the company.

Illuminet eliminated the backlog of open tickets and increasing fulfilment by 50%+.

Working closely with the team this reduced attrition by 50%, while improving morale (from the lowest to highest scoring in the company).
The newly setup Support Centre looked fantastic and delivered improved working practices and collaboration and was then used by sales to show clients just how good the company was.

What the customer had to say

The engagement with Illuminet was superb. A straightforward approach with strong communication at all times was shown. The team at Illuminet always deliver on their promises and are a pleasure to work with. Their collaboration, commitment and support was always of a high quality and the quality of approach always professional.

Delivery Director

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