OVERVIEW
One year ago, Spherica were selected as the service desk provider for a major UK transport company.
Throughout this period, the company has been thrilled by the support and ongoing dedication to transforming service desk offerings. Read the case study below to see how we helped to drive down ticket volumes and empower users through innovative self-service solutions.
CHALLENGES
The leading transport company sought a new provider with a fixed pricing model, moving away from cost-per-ticket services that can drive up expenses and discourage problem resolutions.
The client was searching for a more personal, knowledgeable and cost effective service which delivered excellent customer service tailored to their specific needs, as well as more detailed insights from ticket data to help uncover opportunities for process optimisation.
SOLUTIONS
Spherica transformed the service desk by deploying a dedicated team of expert engineers, providing round-the-clock, personalised and cost-effective support.
This 24/7 service has ensured urgent queries are addressed promptly, ensuring faster resolution times.
Automation and self-service tools tackled ticket trends by securely handling password resets and account unlocks with One-Time Passwords and Interactive Voice Response.
RESULTS
Through a strategic implementation of automation, AI, and future-proof solutions, the project has delivered measurable results, enhancing both agent and user experiences while laying a strong foundation for even greater automation in the future.
Key outcomes of the project included:
- Round-the-clock 24/7 expert support, enabling fast and effective issue resolution no matter the time or location helping to boost overall productivity.
- VIP call routing for immediate support and call back offering, reducing call wait times and enhancing experience.
- Spherica has streamlined software and hardware request forms with smart alerts for licence reclamation, boosting efficiency and cutting costs by preventing over-provisioning.
- Self-service tools now empower users to fix common issues fast—boosting efficiency, improving satisfaction, and laying the groundwork for automation and fewer manual tickets.
- A fixed pricing model has driven major cost savings by eliminating per-ticket fees.
CONCLUSION
Spherica’s partnership with this major UK transport company demonstrates the transformative power of an automation-first approach to IT service management, delivering significant operational efficiencies, cost savings, and improved user satisfaction.
Through intelligent automation, personalised 24/7/365 support, and data-driven continuous improvement, the company now benefits from a streamlined service desk experience that evolves with their needs.
This case study is a testament to how the right service desk partner can go beyond support, driving real business value and long-term digital transformation.
