OPTIMIZING OPERATIONS

IMS

2 3

ElfTouchTM: Solve End-Point Problems Before They OccurABSTRACTThe dynamic services industry challenges companies to reduce downtime in order to thrive. The advent of technologies such as cloud and mobility has improved communications and fueled globalization like never before. These realities are propelling the services industry towards transforming their business models to continue to add value. In addition, the sheer number, diversity, and complexity of devices on which organizations run their critical applications make it near-impossible to resolve issues on these devices when they do arise. There is a clear need to invest in intelligent approaches for business success by optimizing productivity and efficiency while providing accurate and timely information. A Shift Left approach is the need of the hour. Using ‘ElfTouchTM’, we employ Shift Left strategies to solve end-point (PC, mobile, variables) problems even before they occur, taking operational efficiency to a completely new level.

THE INTELLIGENT SERVICE DESKElfTouchTM goes beyond mitigating techniques such as call deflection by eliminating the incoming calls themselves. These types of disruptive techniques make it possible for most businesses to continue to explore linear growth opportunities as the customary approaches cease to be effective. ElfTouchTM optimizes service and support operations by equipping service desk operators with new tools to respond to multi-channel support requests effectively. With such advanced tools which are primed to work on new support channels, enterprises can eliminate productivity-inhibitors, offer new value-added services and reduce expenses while growing the business.

SOLUTIONThe key features of the ElfTouchTM solution are:• Pre-emptive Support: When this is

implemented on the device, it automatically detects, diagnoses, and resolves issues quickly without the user’s active involvement.

• User-friendly Interface: A unified single-pane management console for all the devices including laptops, desktops, mobiles, tablets, and others.

• Small footprint: The tool software occupies only 8-10 MB storage space on the user’s device, ensuring agile execution without being resource-intensive.

• Non-invasive Remote Support: Even during the issue resolution activity by the support staff, users can continue operation without incurring any loss of productivity.

• Scalability: The database can be easily reconfigured as demanded by growing number of users, applications, and devices. This ensures that aggressive growth ramps can be supported, and support professionals continue to be effective.

• Flexibility: The tool can be readily integrated with ITSM tools for auto ticketing, resolutions, and custom real-time dashboards.

• One-Stop Solution: ElfTouchTM serves the whole gamut of needs for support and operations with effective support for mobile device management, auto resolution, end-point monitoring, and reporting and self-help resolutions.

• Predictive Issue Resolution: ElfTouchTM continuously monitors the system for issues, diagnoses the detected problems and automatically fixes them in the background without any manual intervention.

• Self-Healing: ElfTouchTM manages most device issues without any intervention from the end-user or the helpdesk. As new issues are identified, Coforge’ highly capable experts script the solutions into ElfTouchTM to ensure that these are not repeated and promote the power of self-healing.

• Proactive Management: Pre-defined, exhaustive maintenance schedules ensure that daily schedules remain uninterrupted. The schedule is highly customizable and can also be changed quickly if required.

• Problem Management: ElfTouchTM can be integrated with existing ITSM tools to manage incidents or used as-is through a user-friendly interface to receive automated notifications which can be categorized, prioritized, and resolved with a single click.

Service Desk

COFORGEGOVERNANCE

60%FCR

54

Service Availability: Services from multiple systems can be grouped and managed from a single console. A service can be restarted or re-installed when required while keeping close tabs on the historical data that is easily accessible. • Intrusion Protection: Multiple applications,

protocols, and operating systems can beprotected using a device-based intrusionprotection method through a centralizedmanagement console.

Preventive Maintenance: ElfTouchTM enables preventive measures such as Cache clean, Disk clean-up, and cookie clean-up to prevent issues from arising out of ill-maintained devices and provide a seamless experience. • Automated System Maintenance: Superior

system maintenance happens silently in thebackground while users continue with theirdaily activities. The maintenance scheduleis highly customizable and keeps a detailedconsole log.

• Automated Update Management:ElfTouchTM distributes updates for a host ofapplications. Patches are applied regardlessof network availability by leveraging peer-to-peer networks.

• Resource Monitoring: Real-time monitoringensures effective system performance andoptimizes processor utilization on a 24x7basis.

• Proactive Incident Management: ElfTouchTMautomatically escalates issues to the servicedesk while the service desk remotely pushesout the resolutions and silently executes themin the background without any interruption oruser intervention.

• Workstation Management: Real-timeactionable notifications ensure systemscontinue to be running and available. This isdone through a web-based interface that doesnot require any polling of devices.

• Provisioning and Metering: Real-timemonitoring of applications keeps a tab onunregistered and unlicensed software andprevents its unwarranted execution.

• File Management: A large number of files canbe managed from a single dashboard and canbe easily distributed across the network.

DELIVERING VALUE• More Cost Savings: The solution provides

20-30% additional cost savings• More Accuracy: Accuracy is enhanced

through 20-40% ticket avoidance and up to85% closed by first call resolution

• More Time Savings: Time savings aredelivered through 25-50% reduction inhandling time

• More Efficiency: ElfTouchTM enhances theagent efficiency by 20-30%

COFORGE ADVANTAGE• Reduced operational cost with optimized

operations• Improved performance of existing processes

through automation• Improved operational efficiencies by

streamlining methodologies used• Less production issues by improving

processes and provisioning necessaryresolution guidelines

• Cost-effective migration using optimal onsite-offshore model

• Centralized Knowledge ManagementDatabase for future references enablingquicker error resolution

Traditional IT Hub and Spoke Model ElfTouchTM – Intelligent Service Desk

USERS AT LOCATION A

USERS AT LOCATION B

50% CALLS

50% CALLS

100% CALLS

50% CALLS

10% CALLS

Service Desk

Engineers travel from Hub to

various Spokes

8% CALLS

10% CALLS

Engineers travel from Hub only

to nearby locations

USERS AT LOCATION A

USERS AT LOCATION B

50% CALLS

50% CALLS

85% CALLSReduce

Call Volume

AUTOMATION

AUTOMATION

[IMPROVED FCR]

TEAM AT B

NEAR FARNEAR FAR

SHARED TEAMPROVIDES DISPATCH

SUPPORT

TEAM AT A

TEAM AT B

TEAM AT A

18% CALLS

22% CALLS

For more information, contact information@coforgetech.com© 2020 Coforge. All rights reserved.Coforge is a leading global IT solutions organization, enabling its clients to transform at the intersect of unparalleled domain expertise and emerging technologies to achieve real-world business impact. A focus on very select industries, a detailed understanding of the underlying processes of those industries and partnerships with leading platforms provides us a distinct vantage. We leverage AI, Cloud and Insight driven technologies, allied with our industry expertise, to transform client businesses into intelligent, high growth enterprises.Today our proprietary platforms power critical business processes across the Financial Services and Travel industries. Our 11,000 technology and process consultants engineer, design, consult, operate and modernize systems across the world.Learn more about Coforge at: www.coforgetech.com

Stay connected:

For more information, contact information@coforgetech.com© 2020 Coforge. All rights reserved.Coforge is a leading global IT solutions organization, enabling its clients to transform at the intersect of unparalleled domain expertise and emerging technologies to achieve real-world business impact. A focus on very select industries, a detailed understanding of the underlying processes of those industries and partnerships with leading platforms provides us a distinct vantage. We leverage AI, Cloud and Insight driven technologies, allied with our industry expertise, to transform client businesses into intelligent, high growth enterprises.Today our proprietary platforms power critical business processes across the Financial Services and Travel industries. Our 11,000 technology and process consultants engineer, design, consult, operate and modernize systems across the world.Learn more about Coforge at: www.coforgetech.com

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