CIS Service Offerings |
| Enterprise-wide Service Desk |
Servicedesk is evolving from simple call handling to business process reengineering in order to meet rapidly evolving needs of customers who expect quick reliable service, any time, anywhere. Patni provides a single point sourcing solution for client’s 365x24x7 multi-service, multi-lingual, multi-locational and multi-channel (email, phone, web) support service requirements.
Led by business transformation strategy, we aim to consolidate our clients’ discrete technical and customer support model to a centralize delivery model ensuring cost optimization and standardized customer experience. We take cradle-to-grave responsibility for the support incidents, thus ensuring significantly improved “first call resolution.” Leveraging our global delivery centers across India and China, we provide our clients support services in multiple languages including English, German, French, Spanish, Japanese, Chinese, Italian, and Mandarin. Our team comprises certified technical and functional experts along with language experts.
Our Enterprise-wide Service Desk consists of Enterprise Infrastructure Service Desk and Enterprise Application Service Desk. |
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Enterprise-wide Service Desk
Suite of Services |
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| Key Differentiators |
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Single-window clearance service for client’s global users. |
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Consolidation and standardization of operations and processes. |
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365x24x7 multi-lingual, multi-channel support. |
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Consistently high CSAT ratings; standardized customer experience. |
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Integrated IT-BPO-CIS solution to provide Level 1 to Level 3 support. |
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ITIL® best practice standards and guidelines. |
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Six Sigma based ongoing productivity enhancement. |
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| Select Success Stories |
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| Fortune 500 Chemical Manufacturing Company |
| Patni created a remote centralized Global Delivery Center for providing a 24x7 Multilingual IT Helpdesk and SAP Production Support out of Patni’s Global Delivery Center for a Fortune 500 Chemical Manufacturing Company’s 17,000 employees at 100 locations in more than 27 countries. Our multi-lingual, multi skilled resources provided a single-point solution for the client’s global users, taking cradle-to-grave ownership of all issues thus reducing turn-around-time and increasing ‘first-call resolution’. |
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Leading international distributor of electrical products, aerospace parts, power generation products, voice and data-com equipment
and supplies |
Patni set up a centralized center to provide 24x7 Global Helpdesk
support services for a client’s IT user community across 170 client
locations worldwide. |
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| Leading US based Fortune 100 Forest Product Company |
| Patni created a 24x7 centralized Global Service Desk acting as a single point of contact to provide SAP Production support to the client’s SAP users. |
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