KPMG was established in India in September 1993, and has rapidly built a significant competitive presence in the country. The company has offices in Mumbai, Ahmedabad, Chandigarh, Bangalore, Hyderabad, Kochi, Pune, Delhi, Kolkata, Chennai, and offers clients a wide range of services like financial and business advisory, tax and regulatory and risk of advisory services.
At present, KPMG has a client base of over 2700 companies. The firm serves leading information technology companies and has a robust presence in financial services sector in India.
Having a strong workforce of over 18,000 employees, it becomes a complex environment to provide best in class IT services to all while ensuring increased productivity at work. We aim to provide business users with the best customer experience for all their queries and concerns.
However, in the absence of a consolidated analytics tool, it was a challenging task for business support functions at KPMG India to assess the performance of service delivery and measure customer experience. It was difficult to identify the exact problem, which may be different in each scenario.
Thus coming up with a feature-rich solution, Harnath Babu, CIO at KPMG India, guided the IT team to build and implement a simple and easy to understand tool with analytical capabilities that enables business users to gain an insight into IT processes, optimize operations and deliver sustainable business performance.
This is when the team launched Service Delivery Analytics tool. While the project started in February 2016, it went live by April 2016.
The project was aimed at analyzing the problems that users face, identify key areas of improvement, and pre-empt issues based on past trends.
How does the tool work? “It’s a dashboarding and analytics tool which gets all kinds of data like how services in administration, finance, IT and other functions of businesses are working,” said Babu. He further added that if services are not good enough when it comes to resolving user queries and concerns, it could lower service delivery efficiency & customer satisfaction as well as possible increase operational costs.
For any IT, Admin, Finance, Travel or HR-related query or service request, staff members have to visit the e-ticking tool and raise an incident ticket or new service request. For instance, they may require access to an application and thus put in a request in the ticketing tool for access. The Service Delivery Analytics tool then provides detailed insights into valuable data through a host of varied visual representations - reflecting how quickly the query was closed by the concerned department, and identifies the star performer. It also helps the service delivery team to anticipate and pre-empt possible issues, and provides them real-time visibility into performance metrics & thereby improve productivity.
The analytics tool shows the number of tickets a person has raised and the time duration for closing the ticket. It also enables them to analyze data, turn data into richer insights and take requisite actions promptly. “This is how we can come up with the service improvement plan,” Babu said.
The dashboards have been designed for use by the executive, management and operations levels and are rolled out to other departments in a bid to achieve process efficiency.
Babu added that handy visualizations from the service delivery dashboards provide precise, detailed insights about the SLA dropping incident categories, competency of service delivery teams, time frames and a variety of other parameters. Understanding obtained from such dashboards has led to creation of a variety of service improvement plans.
Interestingly, the users can also log incident management tickets and new service requests while on the move using the mobile application.
The implementation of service delivery analytics solution has brought positive outcomes within just six months of its launch. For instance, there has been a significant decrease in the average ticket ratio by 17 percent against the rising employee count. “We now have easy access to actionable intelligence that has led to ready-to-implement solutions – enabling users to resolve common issues by self or as pushed through automation,” said Babu.
The resolution time per ticket has reduced by 31 percent and SLAs have increased to over 99 percent in certain categories. This has benefited the users with increased day-to-day productivity as well as service delivery efficiency.
Finally, "the customer satisfaction has doubled within three months of the tool's launch and stands at an all-time high currently," concluded Babu.