We made a visible and
measurable impact to our
client's business
reduction in downtime, improving IT support scalability
increase in user satisfaction, driven by enhanced service efficiency
boost in productivity, enabled by automation-driven workflows
reduction in operational costs, achieved through process optimization
SLA compliance, ensuring seamless end-user experiences
About the Client
A major Indian bank with a workforce of 130,000 users was facing growing challenges in managing Microsoft 365 support. The bank needed an efficient, scalable IT support framework to enhance service responsiveness and user experience.
The Problem
The bank’s existing IT support model had several inefficiencies that impacted service quality and operational costs:
- Heavy reliance on manual processes, leading to delays and inefficiencies
- Outdated knowledge management, causing inconsistent issue resolution
- Slow approval workflows, affecting service responsiveness
- Rising operational costs, with declining user satisfaction
A robust, automated, and scalable solution was essential to address these challenges and improve IT governance.
Our Approach
Lauren designed and implemented a comprehensive IT support transformation strategy, incorporating automation, governance improvements, and dedicated support groups to streamline operations.
- Dedicated Support Groups – Specialized teams for faster resolution and improved response times
- Automation of Routine Tasks – Eliminating manual inefficiencies and boosting productivity
- Optimized Governance & Approval Workflows – Accelerating decision-making and reducing bottlenecks
- Scalable IT Support Framework – Ensuring seamless operations for 130,000 users
Tech Stacks Used
Security & Compliance: Secure Score
Automation & Governance: (Client-specific tools and platforms used)
The Result
- 40% reduction in downtime, ensuring uninterrupted service availability
- 30% improvement in user satisfaction, with faster issue resolution
- 95% SLA compliance, enhancing end-user experiences
- Increased operational efficiency, with structured knowledge management
- Scalable IT support framework, future-proofing the bank’s digital infrastructure