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End User Service for a Large German Manufacturing Company with 10,000+ End-users

End User Service for a Large German Manufacturing Company with 10,000+ End-users

Highlights

Challenge

Scope

Solution

Enablers

Result

Highlights

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Challenge

  • Required a stable outsourced end-user services model across the globe. Very sensitive to European compliance laws. Required cost savings.

Scope

  • Deskside support services
  • Dedicated support in some countries, and dispatch-based support for 68 satellite locations globally

Solution

  • Developed a managed service end-user support model across the globe
  • Ensured dual-language support in Germany
  • Managed services efficiently and cost-effectively

Technology Enablers

  • Service Now
  • Microsoft
  • SCCM

Result

  • Addressed end-user service compliance and improved service quality across the globe
  • Saved cost Streamlined and Created process improvements in Service Delivery through utilization of Service Now ITSM Tool

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