Understanding the Client

A prominent global financial services company offering business and personal payment tools, services, and fintech programs.

Context & Challenges

With an underperforming ITSM incumbent, the client was experiencing inadequate device access, high IT support dependency, and a lack of integration across its global workforce. These challenges impacted the business by disrupting collaboration and communication, which resulted in decreased productivity. Due to this, the client identified a need to update the existing digital workplace with a greater focus on the user experience.

Solution

To improve employee experiences while fostering a culture of collaboration and innovation, Stefanini supported the client in several ways, tackling field services, enterprise & engineering services, asset inventory management, and more. Using artificial intelligence, a solution was created to provide personalized, persona-based support tailored to each user’s unique needs, building a more intelligent, connected workforce.

Results

- 34% decrease in requests for user support
- 14% reduction in costs per user for IT support
- Enhanced user experiences with a 95% user satisfaction rate
- More than $3.2 million saved through software reclamation and procurement services