Maintaining a high level of customer service and procedures is a critical test for most organizations. For a leading food manufacturer of fresh dips and spreads serving the U.S., Europe and Australia, delivery is critical because of its global reach.

The challenge

Bell Techlogix used its expertise to partner with this company to create a  plan to strengthen delivery to its markets. The agreed strategy was to achieve consistent delivery with minimal disruptions and eliminate major challenges to the current  process.

The company needed support in delivery to reduce escalations and downtime and improve end user satisfaction thus allowing the IT team to focus on business-critical initiatives.

Our solution

Bell Techlogix  Transition Team, Quality Management and Continuous Service Improvement practices along with Bell Techlogix SmartInsights, analytics platform, were utilized to ensure a seamless transition and consistent, high quality support. Bell Techlogix implemented their ITIL-based, 24x7x365 Service Desk with additional channels of end user support via self-service portal, phone, email and chat, Incident Management, Request Management, Knowledge Management, as well as  Management and Executive reporting through Bell Techlogix’s Analytics Portal.

The results

Through this strategy, Bell Techlogix developed knowledge-based articles for quicker resolution, measured, reported and improved service levels, processes and procedures, created consistent delivery to all global locations, minimized after hours escalations and disruptions and enabled the company to focus on their core business.

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