Forvis Mazars Group modernizes its IT support with Kyndryl

Can you tell us about Forvis Mazars and the goals behind the One Ring project with Kyndryl?

Christophe Tallot: Forvis Mazars Group provides international audit, tax and advisory services in over 100 countries, and has over 40,000 employees worldwide. One of our key markets is France, where more than 6,000 employees are spread across 45 offices, including 2,000 at our newest headquarters in Levallois.

We had two main objectives to support our wider transformation strategy: one at the enterprise level, and one specific to France.

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.

Loys Granger: In France, and particularly in Paris, the relocation of our headquarters gave us the opportunity to rethink how we want IT support to be delivered. Our goal was to enhance the end-user experience by providing more responsive support within a modern IT environment. This included introducing a new remote service desk built on collaborative innovation tools and expert skills, with in-depth knowledge of IT incident management. Kyndryl supported us through a consultative approach, and together we co-designed a  solution that helped us modernize and streamline support.

CT: We also wanted to enhance the value of the service through highly qualified technicians, capable of communicating in both French and in English, in order to meet the needs of our people.

 

What were your priorities for the project?

LG: 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. With Kyndryl’s help, we fully integrated first-contact resolution and are able to use it to monitor performance in France

CT: End-user support is often the most visible part of the IT department. Our credibility rests on the quality of the support we provide – both locally and through the service desk. Improving the employee experience starts with the IT department.

 

What led you to choose Kyndryl as your preferred partner for this project?

CT: Kyndryl presented a very structured and easy-to-understand proposal, which was essential. Beyond that, we prioritised client references, international operations, multilingual support and above all the ability to meet our specific needs. Kyndryl listened and adapted to meet our challenges.

 

Can you give an example of how Kyndryl adapted to meet your needs?

LG: Kyndryl proposed integrating some of our existing skills to provide on-site services in our new Carré Vert offices in Levallois. This approach enabled us to retain critical skills and knowledge of our IT environment while working with Kyndryl’s remote team in Brno, Czechia.

CT:  Kyndryl transformed our previous internal platform into a modern, constantly updated knowledge base, used by both Kyndryl agents and end users. Now users can access self-help methods via an internal IT portal. This modernized platform is at the heart of our support culture. Kyndryl manages and continuously enhances it to provide our people with quick access to IT support.

 

You opted for a ‘nearshoring’ model for IT. What was the outcome?

CT: We were initially concerned about maintaining service quality, but after visiting the Kyndryl collaborative centre in Brno, meeting their team and realizing they met our high standards, we were convinced. Following a knowledge transfer during the onboarding period that leads up to our peak season in October and November, the results were very encouraging. The model is working well and we are satisfied with the value it delivers.

LG: The success of this type of remote service relies largely on high-quality local management and performance monitoring. Our operational exchanges are very smooth because everyone is involved and focused on delivering the best service quality. The teams benefit from a solid knowledge base and strong management practices, enabling the successful and sustainable development of new skills.

 

How do you measure service performance and user satisfaction?

LG: We monitor call response rates, first-contact resolution and user satisfaction. Our people evaluate every interaction: the scores are very high.

 

Do you plan to deploy this model in other countries in which you operate?

CT: Yes, that is our intention. Currently our offices in Germany are on the way to implementing this remote support model, and other countries have expressed interest, which will be explored in the coming months.

 

Has this collaboration with Kyndryl opened up new opportunities beyond IT support?

CT: Yes. This experience has opened the door to discussions on cybersecurity management, application maintenance, cloud services and even DevOps for certain business platforms.

LG: We greatly appreciate Kyndryl’s support with governance and their approach to continuous improvement. The successful results we’ve seen with this project have led us to consider the evolution of our services, particularly regarding automation and the gradual integration of AI into support activities, to improve efficiency and better support internal IT teams.

 

What insights have you gained from this experience?

LG: The transition went very smoothly, given the complexity of relocating our headquarters and changing service providers. Project support and governance have always been key priorities.