UK based global FMCG conglomerate

UK based Global FMCG conglomerate

Challenge

The company had large global base and required efficient, cost-effective end-user managed services across the globe. The services were outsourced to a large IT service company. Half of the end-user services globally was further to be outsourced to ADSL.

Scope

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    Deskside support services across several countries and locations
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    Perform IMAC and break-fix services
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    Remote support
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    Dispatch model for several locations

Solution

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    Perfumed due-diligence, and created an optimized strategic resource model for dedicated and dispatch support
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    Engaged direct resources and contractors across various global locations

Technology Enablers

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    Ivanti
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    Servicenow
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    Microsoft Office 2016 in 365 interchangeably

Automation Benefits

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    Improved CSAT of 97%
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    Three resources won CIO award for best services out of 10 best resources across the globe
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    Good cost savings for the customers
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    Improved device engineering process

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