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WFM Planning

Dentsu IT Service Desk (Genesys Cloud)

3 min read Download Case Study

The Challenge

Dentsu’s existing IT service desk was reliant on a third-party organisation who were not contractually incentivised to provide a modern, reliable service. The outsourced model was operating at SLA’s (Service Level Agreement) of 80% – 90% and rarely fluctuated. Although the outsourcers offered a consistent service, there was room for improvement.

The third-party supplier did not show the capability to effectively support the company’s accelerated growth plans. Therefore, Dentsu decided to bring the service desk in-house. This would:

  • Give better oversight of their operations.
  • Accelerate the ability to take on and manage new, digitally enabled services.
  • Reinvigorate their employees’ experience, thereby facilitating innovation, passion and further growth.

About the Customer

Part of Dentsu Inc., Dentsu is made up of ten global network brands – Carat, Dentsu, Dentsu X, iProspect, Isobar, McGarrybowen, Merkle, MKTG, Posterscope and Vizeum and supported by its specialist/multi-market brands. Dentsu is Innovating the Way Brands Are Built for its clients through its best-in-class expertise and capabilities in media, digital and creative communications services. Offering a distinctive and innovative range of products and services, Dentsu is headquartered in London and operates in 145 countries worldwide with more than 42,000 dedicated specialists.


The Solution

The new Genesys Cloud solution has now been in place for nearly two years and has seen a successful in-housing of the IT Service for Dentsu. SLA’s are now above 94% consistently and have been higher. Not only has this helped Dentsu provide a better service, but they are now able to use the data they acquire effectively and carry out further improvement projects to improve the service. In light of the Covid19 situation Dentsu were able to continue providing a high service unaffected due to the flexibility of the solution, in some cases even seeing an improvement in SLA’s.

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