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Let's talkThe client
A prominent global financial services company offering business and personal payment tools, services, and fintech programs.
Context and 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