|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 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
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.
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
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
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.
|Experts in Networking, IT Services and Multisourcing Visit: www.isg-technology.com Email: firstname.lastname@example.org Tel: 01784 485 200|