End User Services for a UK-based Global FMCG Conglomerate

End User Services for a 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

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

Solution

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

Technology Enablers

  • null
    Ivanti
  • null
    Servicenow
  • null
    Microsoft Office 2016 in 365 interchangeably

Automation Benefits

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

    Looking for the right partner for your project?

    Work with us