Challenge
A global agricultural cooperative of family farmers had previously outsourced IT Service Desk support to an insufficient offshore vendor. They needed a transparent, onshore partner who could go beyond meeting Service Level Agreements (SLAs) and proactively drive ongoing program improvements, working collaboratively with their full-time employees — this is where Provalus stepped in.
Offshore Service Desk performance deficiencies:
Critically low customer satisfaction, unresponsive support, and metrics lacking credibility
ERP transition complexity, including:
17 additional Enterprise Resource Planning (ERP) support teams, increased urgency, and challenges
Solution
Provalus rapidly stabilized and transformed the Service Desk into a high-performing operation. This foundation enabled a scalable, value-driven partnership that expanded in scope and impact.
Rapid Launch: Achieved full operational readiness in <30 days
Knowledge Base Transformation: Rebuilt from 42 outdated articles to 307 KCS-compliant resources
Sustained Performance: No attrition within the first year, ensuring continuity and quality
Partnership Expansion: Engagement scaled to include Identity Access Management (IAM) following program success
Executive Visibility & Reporting: Custom dashboards used daily by C-Suite leadership
Continuous Service Improvement: Ongoing identification of process gaps and efficiency gains
Continuous Service Improvement
IMPACT
Provalus goes beyond consistently exceeding all SLAs for 11 consecutive quarters by proactively identifying and resolving issues, including:
- Reduced hardware onboarding: 1 day → 1 hour
- Automated termination audit logs; increased efficiency
- +63% CSAT gain over prior provider
- Updated 71 knowledge articles in Q1; enhanced productivity
- Increased closed 1st level tickets 30% YoY; enabled faster resolutions—without adding headcount
The team delivered these improvements and positive results through the seasonal harvest surges and a complex ERP migration without missing a beat.
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