Challenge
After spinning off from its former parent company, this major logistics and freight transportation provider needed to stand up its own Service Desk to support its employees. As a net-new team, the client had no visibility into call volume, ticket types, timing, or system complexities, making it difficult to address issues before they compounded. High ticket volumes drove up first-response and resolution times, and insufficient Knowledge Base articles failed to deflect even routine inquiries. Provalus was engaged to design, build, and operate an independent Service Desk to break this cycle.
Solution
Provalus built the client's Service Desk foundation from the ground up, including a new knowledge base, operational processes, and ServiceNow development for RFA (Request for Assistance) requests, vendor integrations, reporting, and notifications. Leveraging Five9 tools, we deployed an internal call recording system, IVR software, and overhauled the ticketing system to capture clear, complete resolution information, making tickets easier to document and giving the escalations team full context for faster problem-solving. The result: the client's first-ever Service Desk, now resolving approximately
75% of tickets at the first level, staffed by agents dedicated exclusively to the client for focused ownership and accountability.
IMPACT
The engagement evolved from a newly built Service Desk into a trusted, long-term partnership as the client expanded Provalus' role to support changing business needs. Through consistent service delivery and operational improvements, Provalus became a valued extension of the client's IT organization, earning recognition from leadership and end-users alike for responsiveness, professionalism, and service quality—trust that led to contract renewal and scope expansion to include end-user desktop support with incident resolution. Month-over-month QA scores have remained consistently high, reflecting a positive end-user experience and strengthened security awareness even as business demands evolved. Our agents increased productivity by taking on
14% more tickets while maintaining higher closure rates, demonstrating Provalus' ability to meet growing demand without sacrificing quality and establishing a foundation for continued growth.
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