End User Services for a UK-based Global FMCG Conglomerate
End User Services for a UK-based Global FMCG Conglomerate
Highlights
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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, and half of the global end-user services were further outsourced to ADSL.
Scope
- Deskside support services across several countries and locations
- Perform IMAC and break-fix services
- Remote support
- Dispatch model for several locations
Solution
- Perfumed due-diligence, and created an optimized strategic resource model for dedicated and dispatch support
- Engaged direct resources and contractors across various global locations
Technology Enablers
- Ivanti
- Servicenow
- Microsoft Office 2016 in 365 interchangeably
Automation Benefits
- Improved CSAT of 97%
- Three resources won CIO award for best services out of 10 best resources across the globe
- Good cost savings for the customers
- Improved device engineering process
