With the advent of AI and Automation, the business model of BPOs is being challenged. Clients place very high demands on SLAs when it comes to BPO employee productivity and operations, due to which high-quality BPOs deploy IT professionals around the clock to service and deal with IT issues.
Problem statement
Maintaining 55,000 endpoints round the clock needs 500 field engineers deployed to fix simple issues costing the organization around 20 crores to 30 crores a year (USD 2.3 million to USD 3.5 million). 36,600 hours spent monthly dealing with 12,000 + IT issues resulting in never-ending struggles causing productivity loss of worth 21.9 crore per year (USD 2.6 million).
Discovery & Solution
Through discovery and analysis, we identified that tickets were being solved through simple fixes and we categorized fixes as network checks, self-service, self-heal, and optimizations. We were able to build and deploy custom solutions to automate 94.5% of troubleshooting hours with minimal or no human intervention.
The above graph showcases 36,600 hours spent on troubleshooting 12,000 + per month manually is now being handled through “Tasky” through automation.
| Self-Heal/Optimizations | 11,866 |
| Self Service | 22,804 |
| Manual | 1,981 |
ROI Outcomes
BPO is now able to realize total savings in the range of 3.5 crores to 4 crores (USD 400,000) in savings creating an overall ROI in the range of 129% to 180%.
Majority of the overall savings and improvement in productivity was achieved through the following features
- Automated network diagnostics – Eliminating the need for an IT field engineer to login as an admin and run diagnostics. This can now be achieved with a click of a button
- Self-heal, Optimizations – Fix issues with zero human intervention
- Self-service & App Store – Fix issues with a click of a button
- Employee notifications for easy engagement
To Know More – Staffing And IT Consulting Company In Bangalore