Case studies
Multilingual service desk for a Korean electronics group
For a Korean electronics group with fragmented EMEA IT support, a single Istanbul service desk and time-zone bridge fixed resolution time and coverage.
The challenge
Internal IT support was fragmented across three regional arrangements and a Korean central function, with no single view. Users outside major markets often could not get support in a comfortable language. The Korean day barely overlapped Europe, so escalations lost a day.
What Corpshore did
We consolidated first and second line into a single Istanbul service desk in five languages, positioned to overlap the Korean morning and the European afternoon. That single positioning removed the escalation delay. Once stable, the team moved into problem management.
Results
- Mean time to resolve improved 49 percent across two quarters
- First contact resolution rose to 72 percent
- Ticket volume fell an estimated 26 percent as problem management removed recurring causes
- Escalation cycle time to the Korean function fell from over a day to within the same working day
Why it worked
Multi-vendor support fails at the seams, and an eight-hour time zone gap is a seam. Consolidating in a location that touches both ends of the day fixed a structural problem.
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