Key highlights
No Downtime
Successfully migrated services with no disruption to business operations, ensuring uninterrupted support for users across locations.
Delivered Ahead of Schedule
Completed the transformation programme three weeks ahead of plan, accelerating time-to-value and business adoption.
Endpoint Modernization at Scale
Delivered end-user and endpoint support across 12,500+ users, 16,000+ endpoints, and 400+ locations, improving reliability and operational efficiency.
Intelligent Asset Visibility
Implemented a Wall-to-Wall (W2W) inventory management solution with RFID tagging, providing centralized asset tracking, inventory accuracy, and greater operational control.
Summary
The 8th largest US city, partnered with Zensar to transform its service desk and end-user computing environment across 400+ office locations, 12,500+ users, and 16,000+ endpoint devices. A structured 17-week transition completed three weeks ahead of schedule, modernized the service desk platform, cross-functional services, and endpoint support, driving call abandonment below 2% and first-call resolution above 75%.
Client overview
Elevating workplace experience for the 8th largest US city
The partner is home to 1.3 million residents and 34 million annual visitors, and a major biotech research and military hub. Its IT organization supports more than 400 office locations, 12,500+ users, and 16,000+ endpoint devices. Zensar was engaged to transform the city's service desk and end-user computing environment to improve responsiveness, visibility, and reliability across its large, distributed workplace footprint.
Challenges
Modernizing fragmented workplace support across a large, distributed city environment
Inconsistent service responsiveness and high call abandonment
Limited first-contact resolution and fragmented asset information
Manual support processes and dependence on specialist intervention
Legacy endpoint technology increasing operational and security risk
Solution
A 17-week service desk and End-User Computing (EUC) transformation, delivered ahead of schedule
Zensar led a structured 17-week transition, completing it three weeks ahead of schedule by progressing through the knowledge transfer, shadow-reverse shadow-parallel run, and go-live phases. Executed a citywide operating-system modernization program across 12,000+ devices, reducing legacy-platform and security risk.
Service desk platform
Amazon Connect setup with DR capability, toll-free number porting, appointment scheduling and walk-up service desk, and enhanced service catalogs.
Cross-functional services
Nexthink deployment for 12,500+ user experience management, LogMeIn SaaS for remote support, and xMatters for incident communication.
Asset and inventory management
Wall-to-Wall (W2W) inventory implemented across 200+ locations with RFID tagging for digital asset tracking.
Endpoint support and modernization
Field and remote endpoint support across 400+ locations, for 12,000+ machines.
Solution enablers
Day-one readiness
Deployed Amazon Connect, LogMeIn, and xMatters in parallel to ensure readiness from day one.
Proactive issue management
Nexthink deployed across 12,000+ nodes, enabling self-healing and proactive issue management.
Business outcomes
The transformation gave the client a faster, more reliable and more transparent workplace-support environment. Employees across more than 400 locations gained improved access to support, while centralized asset visibility, proactive endpoint management and modernized technology reduced operational and security risk. The new operating model achieved first-call resolution above 75% and reduced call abandonment to below 2%, creating a stronger foundation for continuously improving employee services
