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Global Aerospace Manufacturer

BPO Solution

Global Aerospace Manufacturer

As manufacturers in the aerospace industry grow and scale their businesses, the need to continually recruit highly capable and relevant staff has been essential to keep operations running at optimal levels. Supporting the global reach of multinational companies also requires a comprehensive and flexible approach to customer lifecycle management and staff onboarding & offboarding.

Client

Our client is a global aerospace manufacturer that generates revenues totalling nearly €50 billion from the design, manufacturing and sales of civil and military aerospace products worldwide. Scicom was responsible for providing operational coverage and multilingual customer care to support this client’s IT Helpdesk across nine different countries within the East Asian Region (EAR).

SOLUTIONS PROVIDED
Multichannel Customer & Technical Support – Received and handled incoming voice calls, e-mails, chat logs, and helpdesk tickets in a professional and organised manner. Provided operational coverage across nine (9) countries within the east Asian region and delivered multilingual support in English, Japanese, and Mandarin.
Recruitment & Staff Management – Managed the onboarding and offboarding of IT Helpdesk staff including some HR functions for permanent and contract-based personnel.
KEY outcomes
Reduced Case Closure Time
Average case closure time reduced from 12 days to 5 days for incident cases and from 58 days to 10 days for service request tickets.
IMPROVED CUSTOMER EXPERIENCE
Substantial reduction in numbers of complaints received in 2021.
Results

58%

58% decrease in average closure time for incident cases

83%

83% decrease in average closure time for service request tickets

<1%

<0.2% complaints received in 2021