Background
The client grappled with a myriad of issues stemming from its current supplier, significantly impacting the performance and service of critical functions such as front office desktop support, service desk operations, network operations centre (NOC), and Incident, Problem & Change (IPC) services. Persistent shortcomings in service delivery and a lack of meaningful improvement initiatives led to a palpable decline in operational efficiency and client satisfaction. Compounded by a concerning decline in the quality of staff provided, the bank faced recurrent disruptions and delays, hindering its ability to navigate the fast-paced demands of the financial sector. Urgent intervention was required to restore confidence, streamline operations, and fortify the bank’s competitive edge in the market.
Client:
Global Investment Bank
Sector:
Financial Services
Size:
900 users with business critical applications
Challenges
- Persistent shortcomings in service
- Decline in operational efficiency
- Increase in avoidable incidents
- Poor quality staff provided
- Loss of confidence in the overall service
- Poor communication both with the incumbent service and the end users
Quick Wins
When tasked with stabilising the service desk and support functions, Thebes aimed to swiftly rectify the deficiencies inherited from the previous supplier. Their primary objectives included restoring reliability, efficiency, and customer satisfaction within the bank’s support infrastructure. Thebes focused on:
- Implementing robust systems and processes to address existing issues promptly, ensuring minimal disruption to the bank's operations.
- Through proactive communication,
- Rigorous training, and diligent problem-solving,
- Thebes aimed to instil confidence in the bank's stakeholder's while elevating service quality to meet the demands of a dynamic financial environment.
Key Results
Dedicated team covering Service Desk, Front Office Desktop, NOC & IPC
95% Increase in CSTATS
85% Increase on SLA performance
Significant return on ROI & utilisation
Outcome
Following Thebes assumption of support services for the investment bank, transformative results swiftly emerged across key areas including the service desk, front office desktop support, NOC, and IPC. Notably, the bank experienced a marked enhancement in operational efficiency and service quality, with streamlined processes and proactive problem resolution becoming the norm. The implementation of robust systems and dedicated, skilled personnel from Thebes led to a significant reduction in downtime and disruptions, bolstering productivity and client satisfaction. Moreover, the bank realised substantial cost savings through optimised resource utilisation and the repurposing of saved time towards critical activities and service improvements, yielding a tangible return on investment.
