Our customer, a global technology leader, launched a new Vendor Management System in their talent programme.
Upon launch, many of the previous processes became disrupted.
In order to prevent further disruption, we called in our OPEX team.
They created a ticket tracking instance to effectively carry out root cause analysis, a quality audit of each process, and resource modelling to allocate tasks to programme support individuals.
The solution created dashboards for granular visibility and resolution monitoring by customer stakeholders and programme leadership.
Ultimately, the team created a white-glove service team called Project Administration dedicated to helping business units navigate through challenging processes.
90% of tickets were resolved.
Audit processing was done within 30 days, at a 95% success rate.
