The existing service desk, which handles a total of around 240,000 calls per year, was to be modernised.

The focus was on these three requirements:

  • Reduce costs per ticket
  • Increase availability
  • Increase user satisfaction

The esc Service Desk concept impressed the customer across the board. In addition to the focus requirements, we also took into account relevant topics such as

  • Planning the service transition
  • Development of a knowledge database
  • Innovations such as AI or service automation

The discussions revealed that the service transition from in-house operation was one of the biggest challenges. Service quality had to be maintained throughout the entire transition and be invisible to users. It was only after the transition of the actual services that issues such as improved availability times and service innovations were added. This approach enabled us to achieve the esc double benefit: Increasing user satisfaction and reducing ticket costs.