End User Service for a Large US-based Global Automobile Transmission Company - Allied Digital

End User Service for a Large US-based Global Automobile Transmission Company

Highlights

Challenge

Scope

Solution

Enablers

Benefits

Highlights

Delivered end-user support services across multiple countries through a blended model of dedicated, remote, and dispatch-based support.
Implemented an optimized global resource strategy leveraging ServiceNow, Ivanti, and Microsoft technologies to improve service delivery.
Achieved 97% CSAT, reduced operational costs, and earned global recognition with multiple CIO awards for service excellence.

The company has approximately 1,400 dealer and distributor locations and our products are utilised in more than 100 countries.

Challenge

Service challenges from previous vendors. Needed aggressive transition of end-user services.

Scope

Deskside support, Endpoint Engineering for over 3000 devices

Solution

Managed successful transition of deskside managed services and image engineering
Performed Deskside IMAC and break-fix services across US locations
Designed a new endpoint engineering model for global end-users

Technology Enablers

SEM(SCCM) for all devices
Windows
Mac machines
Servicenow

Automation Benefits

Streamlined process and services
Successfully built an end point engineering model
CSAT rating of 95 percent

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