Digital Transformation
Tata
A service desk that resolves before it escalates
- Real Estate & Infrastructure
- India
- Asia Pacific
- 100%
- Of internal requests captured against an SLA
- 1
- System of record replacing email escalation
Tata Sons incorporated Tata Realty and Infrastructure Limited (TRIL) to grow the group's real estate and infrastructure business. Internal support ran on email and phone calls, leaving no reliable record of what had been raised, by whom, or whether it was ever resolved.
What we did
- 01Mapped the existing informal escalation paths before designing the replacement workflow
- 02Built ticket capture with routing by area of concern, priority and SLA clock
- 03Added a knowledge base so recurring issues resolve without an agent
- 04Instrumented department-level analytics for resolution time and backlog
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