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Financial Services

Cost Savings and Scalable Growth Through IT Support Transformation

When a top 10 global accounting and consulting firm needed a scalable and cost-effective service desk solution, Buchanan delivered powerful results. 

A close-up of hands typing on a laptop keyboard at a desk, with a softly blurred office background, representing everyday office work, digital productivity, and modern business operations.

Aiming for Scalable Growth With Operational Efficiency

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. 

At a Glance

About the Client

Global Accounting Firm

Solution

Buchanan combined a cost-efficient delivery model with automation—self-service chatbots, advanced IVR, and skills-based routing—integrated into the client’s ITSM platform to drive measurable cost savings.

Results
  • 66% cost reduction in per-ticket costs
  • 100% shift to automation
  • >$1 Million saved in year 1
The Challenge

A High-Performing Model Ready for Evolution

As the organization expanded globally, its service desk model was approaching a natural point of evolution to support broader business demands. However: 

  • Investing in Top Talent: The firm’s internal hubs were staffed with highly skilled analysts whose expertise was reflected in their competitive compensation. 
  • Comprehensive Internal Operations: Managing onboarding, training, and oversight in-house ensured consistency, but required ongoing coordination. 
  • Fluctuating Support Needs: During peak seasons, the firm needed additional support capacity to maintain its high standards of service. 
  • Established Workflows: The company’s knowledge base and processes had supported the business for years, but were ready for refinement as new technologies emerged. 
  • Vision for Greater Agility: With expansion underway, the next step was to adapt this proven structure into a more flexible, cost-efficient model that could grow with the business. 
The Solution

A Proven, Cost-Effective Model

The Buchanan team implemented a fully managed support model leveraging the client’s existing ITSM platform to meet their goals:

Strategic Service Desk Relocation
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.
Seamless Transition Support
Ensured smooth HR and onboarding handover, including support during the client’s phased staff reductions.
Intelligent Automation Stack
Enabled automation enhancements using BuchananXM tools such as self-service chatbot, advanced IVR, and skills-based routing, integrated into the client’s existing ITSM platform.
Clear Financial Impact
Delivered detailed ROI analysis showing exact cost savings per ticket.
The Impact

66% Cost Reduction and Enhanced Efficiency

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, optimizing telephony and automation within the client’s existing ITSM platform, and absorbing infrastructure and facility costs into the managed service model. 

Ongoing Modernization Roadmap

The organization continues to invest in service transformation initiatives, including: 

  • Digital Channel Migration: Migrating live agent support tickets to digital channels, with projected cost savings of up to 20%. 
  • Expanded Automation and Self-Service: Expanding automation capabilities, improving self-service knowledge base tools, and integrating chatbot technology to reduce resolution times further and enhance customer experience. 
Person sitting in a chair using a tablet
Phase 1

Internal support desk (manual, high-cost)

2 people in a conference meeting reviewing information on a tablet
Phase 2

Buchanan-managed desk (automated, 24x7x365)

2 people in a business lounge discussing paperwork
Phase 3

Digital ticketing (future-ready, AI-driven)

Key Metrics

>$1M Saved in year 1
66% Cost reduction in per-ticket costs
100% Shift to Automation

Cost and Performance: Then vs Now

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. 

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
Traditional and manually maintained

 

 

Why Buchanan?

  • Full stack provider with expertise in end-to-end infrastructure management, modern workplace services, and application performance management
  • Flexible pricing and delivery models
  • Industry-recognized best practices
  • Best-in-class remote monitoring and ticketing tools
  • Continuous process improvement methodology
  • Customer satisfaction monitoring 
  • Proven ITIL-based processes
  • 100% satisfaction guarantee