Digital Self-Service Platform Modernization for Scalable Service Delivery

The client faces low adoption of its digital service request tools, with customers still relying heavily on call centers and manual dispatch processes, leading to inefficiencies. They require scalable solutions to improve service experience, increase digital engagement, and maintain a high level of personal service brand reputation.

A large global manufacturing organization seeking to enhance its service delivery processes through digital transformation, emphasizing scalable self-service solutions for internal and external stakeholders.

• Reduce on-site service requests by approximately 20% in pilot regions through improved digital self-service options.
• Enhance the efficiency and speed of issue resolution for internal service teams and external customers.
• Increase adoption and usage of digital self-service tools by addressing user barriers and promoting engagement.
• Develop scalable, long-term solutions that support global service delivery improvements.
• Establish transparent communication channels and change management to facilitate transformation.

• Discovery and mapping of current processes and customer journey to identify bottlenecks.
• Development of a roadmap prioritizing quick wins and sustained transformation efforts.
• Implementation of a user-friendly digital service portal with self-service functionalities.
• Integration with existing dispatch and ticketing systems to ensure seamless operations.
• Establishment of clear communication channels and transparency mechanisms.
• Incorporation of change enablement and product adoption strategies to facilitate user engagement.

• Existing dispatch and ticketing systems
• Customer relationship management (CRM) platforms
• Internal communication and notification tools
• Analytics and reporting platforms

• Scalability to support global deployment with future growth
• High availability and uptime requirements
• Data security and compliance with privacy standards
• Performance metrics ensuring rapid response times
• User accessibility compliance

The initiative aims to reduce on-site service requests by approximately 20% in pilot areas, improve speed and efficiency of issue resolution, and increase user engagement with digital self-service tools. These improvements are projected to deliver enhanced operational efficiency, better resource allocation, and sustained customer satisfaction, creating lasting value similar to prior successful implementations.