Case Study: Global IT and Telecomms Company
"Whilst we always had every confidence in ISG technology’s ability - We are extremely pleased with the seamless transfer of service which clearly shows the benefits of the “team” approach and detailed migration plan. It is also extremely encouraging that we are already examining areas where further service improvements can be provided to our Customers, so early after transition whilst already receiving good customer feedback." IT and Telecommunications Company	Our Customer is a leading global IT and Telecommunications Company that supports Customers in nearly 200 countries across the world. The Company has an excellent reputation for service and innovation and provides an extensive range of IT infrastructure solutions to global organisations alongside its substantial services to the UK consumer market.
The Challenge
The Customer required an outsourced Help Desk service that would reduce their existing costs, whilst improving service quality to its end user customers and freeing up local operational and senior management. ISG technology worked collaboratively with the Customer over four months to   provide   a   seamless   and   no-impact	transition. A dedicated multi-discipline Transition team, comprising both ISG technology and Customer employees worked to anticipate and eliminate any potential issues. The challenge for ISG technology was to find a cost effective solution that could be implemented rapidly in a controlled and efficient way. ISG technology  needed  to	provide premises, IT equipment, application interfaces, communications and a new 20 person team within a four month period prior to the “Go Live” date. ISG technology is proud that all timescales were met and the Help Desk was staffed with an outstanding group of eager and motivated employees.
Solutions Delivered
ISG technology provided the Customer with a complete Help Desk service, based in its European Support Centre (ESC) in Sofia, Bulgaria, with 3rd level support being provided by ISG technology in the UK. Service is being provided to circa 500 UK customers. ISG technology secured additional office space in its Sofia facility to create a dedicated area for the new team. Hardware  and  Software  was   procured	locally and from the UK and direct communication links and application interfaces were quickly established. Working to detailed job and people specifications a new Help Desk team was recruited over a three month period. A training program was agreed with the Customer to ensure that the new team had a thorough understanding of the Call Management System, the products that they were supporting and agreed methods	for communicating with end user customers. ISG technology’s service was a major  change to the Customer’s existing UK based operation. The Customer was pleased with the success of the project, particularly with ISG technology’s detailed planning, preparation, the smooth transition and handover of the Service. All the expected benefits of the migration have been realised or exceeded.
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