How SymphonyAI Helped Streamline IT, Accelerate Onboarding, and Boost CSAT Scores

Company Overview

A global leader in business process management, HGS delivers technology-powered services in automation, analytics, and digital transformation—spanning back-office processing, contact centers, and HRO solutions. With over 45,000 employees worldwide, their mission is to deliver a seamless, customer-centric experience across every channel.

The Challenge

The company faced several pressing IT challenges:

• Disconnected Systems Across Regions
  Multiple tools in different geographies made it difficult to aggregate data and generate insights.
• Inefficient Onboarding & Change Management
  Lack of standardized tools and workflows delayed employee transitions.
• Low CSAT Scores
  IT service quality was directly impacting employee satisfaction and productivity.

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The Solution: SymphonyAI Enterprise IT

To modernize and unify their IT services, the company partnered with SymphonyAI Enterprise IT—a leading provider of AI-powered IT and Enterprise Workflow solutions.

SymphonyAI Apex delivered:

• AI-powered ITSM and ESM
• Asset Management and Enterprise Copilot
• Omnichannel workflows
• 100+ integrations
• Advanced analytics and low-code configuration

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Key Results

Unified IT Service Management
A single, global dashboard gave CIOs and CTOs real-time visibility across systems—streamlining operations and improving service delivery.

Accelerated Onboarding and Automation
Onboarding became fast and flawless. Automated provisioning of assets and infrastructure optimized utilization, reduced costs, and ensured compliance.

Boosted CSAT Scores
The IT team’s CSAT jumped significantly—ranking in the top three departments company-wide, with a score of 5.75 and rising.

Why SymphonyAI Enterprise IT?

• 60% of service requests fully automated
• 50% faster issue resolution
• 30% reduction in hardware and software costs
• Trusted by:
  
  • Top 200 Financial Institutions
  • Top 15 Global Grocers
  • Top 25 CPG Brands