Working with Aptude to Deliver Bilingual IT Service Desk Support
The organization knew they didn’t have the internal technical staff or bilingual team to perform the bilingual support, and the existing team didn’t either. So they turned to Aptude to quickly provide the bilingual hypercare support within the short timeframe to keep the migration moving.
Because of a previous working relationship with Aptude, they knew of Aptude’s ability to ramp up quickly, provide superior technical service and offer a team with bilingual language capability. As the client said in regards to choosing Aptude, it was simply a “no-brainer.”
They worked with Aptude’s North American and Latin American team to source the dedicated, bilingual (English, Spanish and Portuguese), technically-savvy support team and set up the phone numbers. This was done within weeks. Once on board, Aptude’s team was trained before launch on how to use the knowledge base, access the tools, complete tickets in ServiceNow, and escalate issues to the internal team for advanced incident resolution and problem management.
The team also gave feedback to the organization, enabling ongoing knowledge management and sustained first call resolution, with each wave being completed in around 2 weeks from start to finish.