Automation led Workplace Services for the largest and the oldest cement and building material company in Thailand and Southeast Asia

Synopsis

Recognizing that its employees needed to work more smartly and efficiently, the client wanted to implement a modern, efficient Digital Workplace. Coforge delivered a future-proofed, innovative, and intelligent workplace, enabling the client to transform the experience of its workforce while optimizing efficiency and boosting productivity.

About the Client

The client is the largest and oldest cement and building material company in Thailand and Southeast Asia.

Business Challenge

  • High volume of repetitive issues; top ticket volume contributors—Password Reset, Software Installation, Browser Issues, PC Performance Issues, Asset Tracking, and Availability Compliance
  • Improve the speed and efficiency of end-user support services
  • Meet users’ rising expectations for fast, intuitive, self-service
  • Boost end-user productivity, for example by increasing activity volumes and the number of user requests resolved
  • Implement a new technology and governance model, including a new standardized organization, toolset, and services
  • Compliance and management of end-user devices; software and patch Installations
     

Our Solution

Coforge’s Digital Workplace is a suite of intelligent tools and support services, embedding automation, and self-service to optimize efficiency, effectiveness, and responsiveness. It includes the following key features:

  • Self-heal and auto-remediate repetitive tasks
  • Self-Service Password Reset for Active Directory and SAP 
  • Enterprise AppStore for self-service software install
  • Single-click scripted solution for end-users, such as browser-related issues and PC performance issues
  • Auto-Heal solution for PC performance optimization
  • Transformed processes using global best practices
  • Patch Management Dashboard for Patch Compliance Monitoring and Adherence
  • Ongoing measurement of user satisfaction and incident resolution

 

 

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Delivering More Value

  • >21% Password Reset ticket were deflected towards end-users
  • >7% software distribution requests were fulfilled using Coforge AppStore and other one-click solutions
  • Increased first-time fix rate and lowered the reopening of tickets 
  • Enhanced end-user satisfaction
  • Self-services enabled workplace to accelerate service speed and efficiency
  • Fewer incidents at Service Desk
  • Better and faster user experiences
  • Continuous improvement with higher transparency, quality, and level of reporting
     

The Coforge Advantage


The diversity and heterogeneity that existed in the environment made the overall implementation complex—multiple countries involved, multiple integrations points, and multiple contact points. Coforge team worked in close conjunction with stakeholders, business leads, support teams, and third-party vendors to ensure smooth and timely delivery. The entire process was delivered on time, with no outage, and met the intended quality. Our vast experience, expertise, and domain knowledge were the key differentiators.