IT Managed Services
End User Computing (EUC)
Generating Digital Impact
End-user computing has changed. Multichannel support is now a must, and over 80% of incidents are due to diverse end-user devices increasing the cost and complexity of support operations.
Genpact's end-user computing services reimagine end-user touch points by better aligning effective technology and analytics to IT service management processes. This delivers personalized services that enhance business productivity and customer satisfaction, and reduce service desk spend.
We work with enterprises to design, transform, and run their end-user computing services. Our solutions include:
- Personalized services with persona-based user segmentation, culturally aligned support models, and an optimal blend of multichannel support and automation
- Multichannel support where end users can request support from mobile apps, social media, by chat, and by phone
- IT concierge service (smart bars), which provide white glove support and smart tech support bars, similar to genius bars, to enhance the brand and end-user experience
- Integrated knowledge management for capturing tacit knowledge and then making it available to agents at the point of service itself
- Intelligent automation platforms to eliminate human errors and automate repetitive, rule-based processes
- Global service integrator framework for end-to-end visibility across service providers and support layer
Our deep industry experience and process expertise help clients improve end-user satisfaction (up to 20%), reducing up-front costs (up to 12%), decreasing operating costs (up to 20%), and improving end-user productivity (up to 15%).
A global manufacturing company reduced costs by US $25 million while handling (and continuously compressing) more than a million tickets in a year
A multinational investment bank generated over US $7 million in savings by implementing an end-to-end IT help desk solution
A major global beverages company reduced the operating costs of end-user support by 30%, increased the end-user experience score by 30%, and improved employee productivity by 50% through our end-user support solution