2020 has been an extraordinary year, and with such an extreme year comes extreme data, making it hard for your organization to understand what your support needs might look like in the next 1-3 years as your team and your employees begin the transition into the new normal. To help our customers see a more realistic view of what their support needs may look like in 2021 and how Alight can help, we’ve analyzed the data from our Application Management Services (AMS) customer requests from April 2019 to March 2020 to create an accurate snapshot of what our clients needed in terms of AMS support prior to the pandemic.
- 3,319 requests submitted and logged by our AMS teams
- 34,670 hours spent on request resolution
- The average number of requests was 55 per customer
- The average number of hours spent per client was 578
The largest troubleshooting categories
Overall, from April 2019 to March 2020, Integration support was the top ticketed item for AMS, followed by requested support for reports and absence/ time off.