Providing remote technical support for software and hardware problems faced by employees, ‘IT Help Desk’ service of Turkcell Global Bilgi offered to its corporate customers enables companies in many different sectors from telecommunications to manufacturing, insurance to e-commerce to speed up their business processes, reduce costs and increase business efficiency.

Turkcell Global Bilgi, Turkey’s unique digital customer experience center, offers remote solution support to the problems experienced by end-users in business processes with the IT Help Desk, one of the technological services offered to corporate customers. With the ‘IT Help Desk’, which offers remote support technologies to users at home and abroad, problems are intervened in a shorter time with fewer people. With remote solution technology, ‘total troubleshooting time’ is shortened by up to 30%.

Employee and Customer Satisfaction Reached 90%

Potential disruptions are proactively prevented by Turkcell Global Bilgi’s solutions. The automation software, pre-installed on the user’s device, detects and resolves issues before the user is even aware of them, ensuring business processes remain uninterrupted and contributing to a 90% satisfaction rate among both customers and employees. The IT Help Desk, which can be accessed through written and voice channels, also works in interaction with AI. Thanks to the robot correspondence application in the system, correspondence is analyzed and a process not requiring human effort is managed by connecting to applications via automation. In addition, it solves the problem by connecting the user who reaches the system via phone to the relevant applications with the ‘speech-to-text’ technology having the listening feature. Mobile device support is also offered to users at the IT Help Desk.

“We increased the solution rate of our customers by 40% in the first 6 months only.”

Speaking about the IT Help Desk service they offer, Cengiz Arslan, Deputy General Manager of Turkcell Global Bilgi in charge of Technological Operations, said: “As the works accelerated with digitalization and remote working, the seek for digital technical support and solution partners increased in many sectors. Companies approached digital solutions for their increasing technical support needs. On the other hand, employees who know the value of their time are not willing to experience loss of performance that may arise from technical problems and want to solve these problems quickly. This desire and need match up with Turkcell Global Bilgi’s vision of ‘providing a unique digital customer experience’ exactly. With this vision and thanks to the support of our strong digital infrastructure, we provide offer our customers digital services that provide solutions in a very short time. With our IT Help Desk service, which is one of them, we increased the solution rate of our customers by 40% in just the first 6 months, while providing both operational and commercial benefits by ensuring the uninterrupted operation of business processes.”

“We increased the digitalization rate of our customers by 25 percent.”

Speaking about their digital transformation contribution, Cengiz Arslan, the Deputy General Manager of Turkcell Global Bilgi in charge of Technological Operation, said: “With the goal of digital transformation, we realized a 25% digital transformation in business processes thanks to AI and robot solutions in the first 6 months only. Thus, we provided both time for employees to improve themselves and the opportunity to operate processes targeting zero error.”

Locally Developed Technological Solutions for 7 Different Countries

Cengiz Arslan said, “We contribute directly to the national economy by enabling companies to access domestic solutions with your innovative technologies,” and commented on the increasing demand for the IT Help Desk service: “We provide IT Help Desk service remotely and on-site to companies from many different sectors, from telecommunications to manufacturing, textiles to media, both in Turkey and abroad. Currently, we ensure that all employees of our customers in 7 different countries receive remote, fast and digital solutions with our IT Help Desk service.”