ITL has been associated with RSGT in their journey towards one of the successful ports in the Middle East region. Last year RSGT, embarking into their new project of crane automation, approached ITL to substitute their support desk team so that the current RSGT team can get involved in the new automation project.
ITL through its DSP Lab venture setup a 24×7 support desk team to interact with the port operations user groups, including billing, and resolve their day-to-day support needs. The DSP Lab team, with its years of experience in the TOS domain, has been successfully assisting RSGT not only in their daily operations but streamlining and optimizing various processes.
The support team has been seamlessly integrated into their Help desk team with access to ticketing system, internal phone extension thus providing 24×7 support.
The team, with an average TOS experience of 10+ years, has been providing a tremendous value addition to RSGT. Instead of just resolving tickets, the team has taken the responsibility of streamlining internal processes, providing expert advice on issues, suggesting and taking up additional work for improvement of user functioning.
The goal has been to train and empower users to handle trivial to complex issues without the intervention of the Helpdesk, thus saving a considerable amount of wait time.
The result has been that the team has been seeing a reduction of Help desk tickets.