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CLIENT NEW WEBSITE

Website
PROJECT
Fully responsive website design, implementation and optimization
WHAT WE DID
UI/UX Design, Coding, SEO Optimization
CLIENT
Name of the Client here www.clientsite.com
TIMELINE
Start August 2019, 3 Weeks Design, 6 Weeks Coding

Client Overview

A North American electronics retailer operated a standalone service desk to resolve infrastructure issues across its retail locations. The fixed-price outsource model in place was inflexible and could not keep up with the company’s changing needs.

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 more flexible model that could align resources with business cycles and improve the quality of service.
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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 included:

  • 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 full ownership of service delivery while removing the challenges of hiring, releasing and managing resources directly.

Delivery Approach

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

Flexibility and Scale

  • Enabled the client to add staff in as little as two weeks and reduce staff with one to two days’ notice
  • Delivered the agility needed to align support with seasonal peaks and shifting business demands
Since 2019
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SALES
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made by
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Lightning Fast
Outstanding Performance
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Magical
Boost your SEO

RESULTS

  • Cost savings allowed the team to expand from 15 to 25 resources, a 66 percent increase
  • Monthly ticket resolution improved from 40.7 percent to 80.5 percent, doubling throughput
  • Holiday queues dropped to the lowest levels on record, with more tickets resolved daily than arrived in the queue, even during peak season
  • Delivered 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 headcount growth, higher-quality resources and expanded scope of services

Impact

Genesis10 helped the client transform its service desk operations from a rigid, fixed-price model into a flexible, scalable staffing solution. With improved resource quality, reduced costs, and the ability to flex with demand, the client achieved record levels of service, efficiency, and support across North America.

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"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

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