Case Study in Summary
Case Study Classification
- Segment: B2B
- Industry: Technology
- Geography: Europe, MENA, APAC, AMER
- Value creation levers: Operations
- Time to impact: Less than 6 months
- Regulatory considerations: Low
The Business Challenge
Espressive’s client, DXC Technology, is a fast-scaling global technology services and insurance software provider. DXC was experiencing a high volume of calls to their IT service desk, resulting in long queues and a poor employee experience, while also keeping the internal IT team away from strategic initiatives. The challenges included:
- Increased service desk dependence with a sharp rise in, and continued prevalence of, remote working.
- Service desk agents inundated with repetitive calls.
- Disparate IT systems meant a solution needed to integrate with ServiceNow, SharePoint, and other data sources.
- Integrated solution must auto-escalate unresolved issues to human teams.
