INTELLIGENT TECHNOLOGY

Forvis Mazars Group has partnered with Kyndryl to modernise its IT support operations, creating a standardised service model designed to improve employee experience across its international business.

The project combines the introduction of a new international IT support framework with the rollout of an enhanced service model in France, where the firm’ s headquarters recently relocated to Levallois.

Christophe Tallot, Deputy Group CIO, Forvis Mazars Group, said the initiative forms part of a broader strategy to standardise IT services across the organisation, which operates in more than 100 countries and employs over 40,000 people.

“ At the enterprise level, we focused on creating a strategic IT department aimed to provide a foundation of shared services, including IT support and assistance. The objective was to establish a global framework that could be deployed consistently across all countries. To achieve this, we launched an international tender and selected Kyndryl to help guide us in our effort.”

In France, the project also provided an opportunity to redesign how IT support is delivered to more than 6,000 employees, including around 2,000 based at the company’ s new headquarters.

Loys Granger, Head of IT Support, Forvis Mazars in France, said the focus was on improving service quality through faster response times and higher first-contact resolution rates.

“ In terms of service quality, we focused on a few key metrics, such as call response times and first-contact resolution, as these directly impact workforce productivity and the employee experience. In other words, the goal was to resolve any technical issues encountered by our people immediately so that they can devote themselves fully to their work.”

As part of the programme, Kyndryl implemented a remote service desk supported from Brno, Czechia, while retaining onsite expertise in France. The company also transformed the firm’ s internal IT platform into a continuously updated knowledge base, enabling employees to access self-service support through an internal IT portal.

According to Tallot, concerns over adopting a nearshore support model were addressed after visiting Kyndryl’ s collaborative centre in Brno and completing a structured knowledge transfer programme. The company said the model has delivered the service quality it was seeking while supporting a smooth transition.

The success of the deployment has prompted plans to extend the model beyond France. Germany is already implementing the approach, while other countries within the organisation have expressed interest in adopting the same support framework.

The collaboration has also expanded beyond IT support. Tallot said discussions are now under way around cybersecurity management, application maintenance, cloud services and DevOps, while Granger said the company is evaluating greater automation and the gradual integration of AI into support activities to improve efficiency and better support internal IT teams. •

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