Epiplex Service Desk reduced calls to IT support by 60% for the Accountant General Department (AGD) of Malaysia

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Overview

The Accountant General Department (AGD) of Malaysia, formed in 1946 is a key public sector authority operated under the Ministry of Finance. The primary function of the AGD is to track all revenues and expenditures of the country.

Challenge

  • The AGD planned to upgrade its accrual accounting system using SAP
  • Targets 80,000 end users across diverse geographic locations
  •  Migration necessitates end-to-end process training for staff.
  •  Training spans various geographic locations in Malaysia.

Solution

  • Epiplex ensured smooth transition of a new accrual accounting system. 
  • Multiple language support facilitated easy generation of E-Learning content in native languages and various output formats.
  • Proficiency Monitoring and Support module monitored end users' proficiency in the simulated environment.
  •  Provided context-sensitive online assistance, and the Issue Reporting feature accurately captured application errors for quick troubleshooting by the helpdesk team.
  • Epiplex Service Desk reduced process support calls

Outcome

  •  1300 process captured in 90 days and generated into training content
  •  70% time reduction in classroom training
  •   60% reduction in end user support call 
  •   50% users benefitted with context sensitive live assistance

Redefining Process Support Efficiency: Precision in Support& Seamless Troubleshooting