Global Fashion Retail Giant
Ensuring uptime, ease of use, fixing problems and security before the user realizes it
The client is a global fashion retail giant, and they have a presence in almost 30+ countries worldwide with revenue of US $4.75 billion. They have executive offices in the UK, operational offices in the USA and regional offices in China, Taiwan, Hong Kong, Japan and South Korea, etc. The client has 15,000 employees globally, where 800+ employees work from offices in China, Japan, South Korea, etc.
The client was facing difficulties in providing standard support to customers in their regional languages across geographies. Also, the changing infrastructure demanded more time to fix and improve their IT operations. Also, the client had less exposure to these operations, which led to changes in their requirements very often. The retailer was looking for a trusted partner to solve this issue.
Deploy IT Support Desk
Styx has used the combination of 2 different service models, Full-time onsite support and Remote IT Service Desk Support, to achieve tangible results. We ensured client to have
- Availability(5*8, 7*8 and 5*12) of skilled IT support engineers provides assistance immediately and accurately during client business hours (excluding public holidays) across the client's operational centres globally
- Enablement of multilingual capabilities
- Migration service enablement for global teams
- Exclusive red carpet service enablement for VIP users
- Decision making and root cause identification through data insights
- Integration & monitoring of service tickets through ITSM with user manuals and also using advanced features such as IVR, Call Recording etc
- We helped clients to set up industry-standard metrics and SLAs to reap full benefits.
A Valuable Difference
- Faster Response time especially during high traffic time and ensure team is always productive
- Proactive monitoring and issue fixing that ensures Business Continuity
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