What does excellence look like at enterprise scale?
For Capgemini Technology Services India, it meant transforming their internal global service desk supporting over 360,000 users and being recognised as a finalist at the SDI Awards.
Their story shows not just what high-performing service desks achieve, but how the SDI Awards process can help you articulate, validate, and elevate that success.
The Organisation at a Glance
Capgemini’s internal Global Service Desk (GSD) operates at significant scale:
- 360,000+ users supported
- 50+ countries
- 1.4 million tickets per year
- 590,000 chatbot interactions per month
- €3M+ annual cost savings
A global team of 600 professionals delivers IT, HR, and finance support across regions.
The Challenge: Driving Consistency and Efficiency at Scale
Like many large, distributed organisations, Capgemini’s global service desk faced several key challenges:
- Inconsistent service experience across regions
- High mean time to resolution (MTTR)
- Limited automation and reliance on manual processes
- Low adoption of self-service tools
- Gaps in support for specific user groups, including VIP Mac users
Operational bottlenecks such as VPN issues during hybrid working and onboarding delays added further pressure on teams and impacted user experience.
The Transformation: A Structured, Outcome-Focused Approach
Capgemini implemented a multi-year Digital Excellence roadmap to improve service delivery, efficiency, and user experience.
Key areas of focus included:
Automation and AI
- PowerShell bots resolving around 30% of tickets
- Over 45,000 automated resolutions per month
- AI chatbot “AskAdam” supporting self-service
Data and Insight
- Nexthink integration enabling proactive issue resolution
- Reduction in MTTR supported by better analytics
User Experience
- Improved onboarding processes
- Dedicated support for VIP users
- Greater focus on usability and accessibility
Continuous Improvement
- More than 500 improvement ideas submitted in 8 months
- Structured Kaizen and Six Sigma initiatives
- All dissatisfied feedback reviewed and actioned
This was not a single initiative. It was a coordinated effort across technology, process, and people.
The Results: Measurable Business Impact
Capgemini global service desk achieved clear outcomes:
- MTTR reduced by over 20%
- Major incidents significantly reduced
- CSAT increased to 4.68
- First-time fix rate improved to 79%
- €3M+ cost savings through automation and optimisation
At this scale, even small improvements make a meaningful difference to productivity and user experience.
Aligning to the SDI Awards
As part of their entry, Capgemini’s GSD aligned their work to the SDI Awards Service Desk of the Year judging criteria. This ensured their transformation was clearly evidenced across key areas such as:
- Strategy and business alignment
- Customer experience
- Staff engagement
- Continuous service improvement
- Performance and innovation
This helped them present a clear, structured story for the judges that linked activity to outcomes.
The People Dimension
A key strength of Capgemini GSD’s approach was its focus on people:
- 93 hours of training per employee each year
- 51% female workforce with strong leadership representation
- +42 employee NPS
- Structured career development and recognition programmes
This focus on engagement and inclusion was highlighted by judges as a differentiator.
Why They Stood Out
Capgemini’s finalist recognition reflected:
- Strong alignment between IT services and business outcomes
- Effective use of automation and analytics
- A balanced focus on performance, people, and innovation
- A clear and well-structured submission
Judges recognised the scale and integration of their approach.
What This Means for Service Desk Leaders
Capgemini’s experience highlights something important. The SDI Awards are not just about recognition. They are a way to step back, assess your service desk, and present the value you are already delivering.
The process can help you to:
- Benchmark your service against industry standards
- Clearly explain your impact and results
- Bring your team together around a shared achievement
- Identify where to go next
Start Your SDI Awards Journey Today
Capgemini GSD’s journey shows what is possible when improvements are clearly structured, measured, and communicated.
If your service desk is delivering real impact, the SDI Awards give you a way to showcase it.
Kick start your SDI Awards journey here by downloading the Capgemini case study.
