The organization had long operated a fully in-house service desk, staffed by seasoned analysts, many with decades of tenure. While this model brought continuity, it also came with high labor costs. Annual salary increases and operational overhead had pushed support ticket costs to unsustainable levels.
As part of its strategy to become one of the top 10 global firms, leadership knew a more scalable and efficient model was required.
To maintain global support across time zones, they needed 24/7 coverage, automation-ready processes, and a cost structure that could flex with the business. That’s when they engaged our team.
As the organization expanded globally, its service desk model was approaching a natural point of evolution to support broader business demands. However:
The Buchanan team implemented a fully managed support solution to meet our client’s goals:
Transitioned to a 24/7/365 outsourced service desk delivery center located in a tertiary market that offered lower labor and delivery costs, but didn’t sacrifice quality of service.
Implemented BuchananXM tools including: Self-service chatbot, Advanced IVR, Skills-based routing, and Proactive escalation plans.
Ensured smooth HR and onboarding handover, including support during the client’s phased staff reductions.
Delivered detailed ROI analysis showing exact cost savings per ticket.
The impact was immediate and measurable with a massive decrease in per-ticket cost compared to the internally run model, and that was just the beginning. Additional cost savings came from: eliminating recruitment and training expenses, removing internal supervision responsibilities, providing bundled ITSM and telephony tools, and absorbing infrastructure and facility costs into the managed service model.
After transitioning to an outsourced support model, the client was able to save over $1 million within the first year. Beyond the cost savings, the shift also brought noticeable improvements to their customer service operations. The enhanced knowledge base helped resolve tickets more quickly and significantly improved first-contact accuracy.
The organization continues to invest in service transformation initiatives, including:
Metric | Before | After |
|---|---|---|
Support Model | In-house, high-tenure team | Fully managed 24x7x365 desk |
Per-Ticket Cost | High and variable | Reduced by 66% |
Total Annual Cost | High and rising | >$1M+ saved in Year 1 |
Automation Tools | Manual workflows | Intelligent automation stack |
Scalability | Resource-intensive | Agile and cost-flexible |
SLA Performance | Variable, dependent on internal strain | Improved and stabilized |
Knowledge Base | Traditional and manually maintained | Actively enhanced during transition |
As the client set its sights on global growth, this transformation gave them both a trusted partner and a platform built to scale with them.
