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CLIENT CASE STUDY


Accenture's employee tech support

Transformed, optimized and cost effective

Overview

For more than a decade, Accenture has been on a transformational journey of streamlining our information technology (IT) environment, during which time the employee technology support model has been developed into a highly efficient and cost-effective support solution.

Since the transformational journey began, our IT organization has collaborated with the business at many levels, including setting a cohesive vision and strategy that underpins all initiatives undertaken. Focus has been on providing a one-stop shop for accessible, employee-focused and cost-effective, end-to-end support services that minimize the impact of incidents on customer productivity.

To further the development of our employee support vision, IT focuses on four strategic areas:

  • Proactive support – Educating employees to understand and get the best use from their technology to minimize the risk of problems occurring.

  • Digital agenda – Connecting with employees through a consumer-style, self-enablement portal and using social media channels to offer support.

  • Employee centricity – Providing simple, intuitive access to all technology support and services.

  • Remote support – Enabling and supporting Accenture people serving clients at client locations to be as productive as possible.

Our IT organization has been able to address the complexity of Accenture’s environment while providing high-quality, proactive technology support and reducing costs to serve. Average global support cost per user has declined by 73 percent since 2002.

Opportunity

The overall challenge for our IT organization is providing high-quality, easily accessible, intuitive technology support across a vast, multi-location employee base at optimal cost, while ensuring high levels of user satisfaction. Fortunately, employee technology support is made easier through Accenture’s streamlined infrastructure with a single application technology platform, fewer than 300 global business applications and a robust collaboration infrastructure. Getting to this streamlined environment was a more than decade-long transformational journey, during which time our employee technology support model has developed into a highly efficient and cost-effective support solution.

Solution

Since Accenture’s transformational journey began, our IT organization has collaborated with the business at many levels, including setting a cohesive vision and strategy that underpins all initiatives undertaken. Focus has been on providing a one-stop shop for accessible, employee-focused and cost-effective, end-to-end support services that minimize the impact of incidents on our people’s productivity.

To further develop our employee support vision, our IT organization focuses on four strategic areas:

  • Proactive support – Educating employees to understand and get the best use from their technology to minimize the risk of problems occurring.

  • Digital agenda – Connecting with employees through consumer-style, self-enablement portal and use social media channels to offer support.

  • End-user centricity – Providing simple, intuitive access to all technology support and services.

  • Client centricity – Enabling and supporting Accenture people in the field, allowing local support teams to focus on CRM and client engagement support.

Today, Accenture’s technology support model consists of a well-established, self-service capability that receives 60 percent of employee contacts. Different contact channels (Web, phone, e-mail and chat) feed into a Global Service Desk organization that comprises approximately 200 agents across six Accenture locations globally (Buenos Aires, Dublin, Bengaluru, Delhi, Manila and Dalian, China) that provide multi-language support 24x7x365. The Service Desk resolves almost 80 percent of the issues it receives with remaining issues escalated to highly skilled remote or local support teams.

Results

Accenture’s technology support model today addresses business needs by enabling remote workers to work efficiently and collaboratively. Accenture keeps employees productive without interruption of technology issues through a continuous focus on improving end-user technology support. And, as the company’s headcount has grown, growth has occurred without increasing help desk incidents.

Additionally, our IT organization has been able to address the complexity of Accenture’s environment while providing high-quality, proactive technology support and reducing costs to serve. Our average global support cost per employee has declined by 73 percent since 2002. In general, cost-effectiveness has steadily improved as our IT organization has implemented our strategy.

We continue to look at how we can drive more issues to optimize support service delivery, in particular, through self-service channels and enabling people to resolve their own issues, simply and quickly.

Podcast

Accenture's IT User Support Model

CIO managing directors Chris Crawford and Tony Leraris discuss the journey Accenture's IT support has taken, what steps they've put in place to be successful and how they've dealt with different challenges along the way.

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