Case Study: Leading Global Communication Provider achieves 40% IT ticket cost reduction with MattsenKumar

Process Mapping & Optimization Help Reduce Turnaround Time and Cost

Leading Global Communication Provider, a US-based global communications company with operations across three continents, worked with MattsenKumar to reduce the cost of its outsourced IT helpdesk and improve visibility into vendor negotiation opportunities. The challenge centered on high ticket-handling costs, inconsistent turnaround times, and a complex multi-tier support model spanning Tier 1 through Tier 4 across two vendors.

MattsenKumar delivered process mapping and optimization for the IT helpdesk, analyzing ticket volumes, workflows, and turnaround-time variation across the top sites and most common issue categories. The engagement identified cost drivers and process gaps, then recommended standardization, automation, user-awareness improvements, and vendor model changes. As a result, the client received an optimized process model with an estimated $6 million in annual savings, a 40% reduction in current ticket cost, and a comprehensive report delivered in 8 weeks.