< 1 min read

Building a Flexible Service Desk for Peak Demand

Genesis10 helped a North American electronics retailer improve service desk support, cut costs and keep pace with seasonal demand.

INDUSTRY

North American electronics retailer

PROJECT

Service desk staffing model

TIMELINE

Multi-year staffing partnership

KEY RESULTS

Improved performance and flexibility

Client Overview

A North American electronics retailer needed a more flexible way to support infrastructure issues across its retail locations.

The client operated a standalone service desk using a fixed-price outsource model that could not keep up with changing demand. During peak seasons, especially the holidays, stores lacked enough support to handle high ticket volumes. In slower periods, the client was locked into costs that exceeded demand. Leaders needed a model that could better align resources with business cycles and improve service quality.

Challenge

The client relied on a fixed-price outsource model for its retail service desk. This approach was rigid and could not adapt to changing ticket volumes, especially during the holiday season.

KEY CHALLENGES

Inflexible outsource model limited scalability
Inability to adjust staff levels during seasonal demand spikes
Difficulty hiring and releasing resources as needs changed
Desire to assume ownership of service delivery without a services-based contract

THE CLIENT ALSO REQUIRED

All resources located at headquarters
Ability to align headcount with highly variable support volumes
High-caliber resources sourced consistently
A dedicated onsite services manager to oversee operations
A measurable reduction in total cost of ownership

Genesis10 Solution

Genesis10 entered into an exclusive partnership with the client to source and manage staff through a contractor model. This approach gave the client ownership of service delivery while removing the challenges of hiring, releasing and managing resources.

DELIVERY APPROACH

Implemented an intensive three-step sourcing and selection process to raise team quality
Provided best-in-market rates that reduced cost per resource
Managed acquisition and performance of resources
Assigned an onsite dedicated services manager to oversee operations

FLEXIBILITY AND SCALE

Enabled the client to add staff in as little as two weeks
Allowed staff reductions with one to two days’ notice
Aligned support with seasonal peaks and shifting business demand

Ticket resolution

DOUBLED

HEADCOUNT GROWTH

Record-low
holiday queues

Lower

TOTAL COST OF OWNERSHIP

Results

Team expanded from 15 to 25 resources, a 66 percent increase
Monthly ticket resolution improved from 40.7 percent to 80.5 percent
Holiday queues reached the lowest levels on record, with more tickets resolved daily than entered the queue
Achieved the highest holiday utilization recorded for in-store Mobile POS devices
Expanded support to Canada, Mexico, telecom and non-retail devices without adding staff
Reduced total cost of ownership through improved staffing quality and scope expansion

Impact

Genesis10 helped the client launch a new fulfillment center with a ready workforce while strengthening a trusted partnership. By combining speed, quality and consistency, Genesis10 continues to deliver staffing solutions that scale with the client’s growth across North America.

When you head on out to the Moon, in very short order, and you get a chance to look back at the Earth, that horizon slowly curves around in upon himself, and all of sudden you are looking at something that is very strange, but yet is very, very familiar, because you are beginning to see the Earth evolve.

Gene CernanAstronaut, Apollo 17