Founded in 1916, NSK was the first company in Japan to develop and manufacture bearings. With over 31,500 worldwide employees operating in 145 production and sales sites across 29 countries, it is now a global leader in motion and control engineering, primarily industrial machinery and automotive products.
NSK Head of IT Services for the Americas, Donald Banks, and Littlefish Services Director, Richard Roome, discuss how the Littlefish Pod™ system has helped eradicate challenges, free up resources and achieve tangible business outcomes.
Since choosing Littlefish as its new multilingual Service Desk provider, NSK Europe has reduced its number of internally handled incidents and requests from 90% to less than 40%, and increased first contact resolution from 31% to 85%.
Sharp growth for NSK Americas in the form of major contract wins from prestige automotive brands, had highlighted the fact that critical Service Desk processes were in need of review, improvement, and modernisation.
The challenges facing the NSK Americas Service Desk were compounded by the requirement to support employees in multiple languages and dialects, across multiple time zones. But with headcount limitations in place, NSK Americas needed a creative solution to increase Service Desk capacity and deliver much needed service quality and customer experience improvements.
Initially sceptical about outsourcing to a third party, NSK Head of IT Services for the Americas, Donald Banks, looked to an unlikely source: across the Atlantic to UK-based Managed IT Services Provider Littlefish.
“It is incredible the difference that Littlefish has made. We now have the support we need and we know that we can count on the Service Desk to support us as we continue to grow as a global company. Littlefish has truly become part of the NSK family.”
24/7/365 ‘lights on’ Service Desk supports NSK users whenever and wherever they work
Native language support provided in 6 languages across Americas & Europe, including Portuguese and Spanish
Significant FCR focus enables NSK employees to maintain high productivity
97% of NSK users rate their interactions with the service as ‘excellent’ or ‘good’
“In the first year we lifted first contact resolution up to 77% and in year 2 we’re at around 92%. Plus, 97% of users rate the service as excellent or good in their interaction. One of the biggest wins for them is releasing their internal IT team to focus on what they want to focus on.”
NSK Europe is an international organisation with complex needs and demands, and relies on the effectiveness of its IT department to support its business goals.
After consistently poor performance from their existing Managed Service Provider, NSK Europe decided to go to market for an alternative supplier. Having demonstrated a high level of engagement, flexibility and multilingual capability, Littlefish were chosen as their new Service Desk provider.
Littlefish now provides NSK Europe with a 24/7/365 remote Service Desk to over 1,200 users across 15 European locations and in 5 languages.
Our service solutions are designed to consider and deliver tangible outputs in terms of improved business performance. The IT experience of your users can be enhanced to promote more agility and improved quality output. Furthermore (but often overlooked), highly available, better performing IT services, with expert support on hand when it’s needed to get your users working again, can engender employee health and well-being. As a consequence of these deliverables, workforce productivity levels are increased. And it’s likely that our highly-attuned service model will also enable you to effect cost-efficiency gains. What’s not to like!