Leading Research Group Benefits from an Improved Support Service Across Europe
Allied Worldwide have engaged with a leading international research and consultancy group with PC & Network support, to provide an improved and more consistent service to their user community.
About our Client
Our client is a leading international research and consultancy group that blends strategic consulting with innovative and efficient methods of investigation, analysis and application. It offers premier research capabilities for a diverse list of practice areas.
Our client's European site locations had no dedicated personnel who could provide PC & network support on a proactive basis. All user problems were previously managed through the central UK helpdesk. Some issues could be resolved over the phone, although UK based staff would often have to be flown out to local sites in emergency situations. This was clearly not a cost-effective solution and prevented a rapid response to user needs. As a result satellite offices felt detached from the central desk support and complaint levels were very high.
To provide a flexible and cost effective PC and network support solution to their European locations. In addition our client needed an improved and more consistent service to the user community, whilst enabling a more effective use of their existing budgets.
Allied now provide dedicated PC & Network support to a number of sites in France, Holland, Germany and Belgium.
Because some of their smaller European sites (with between 10 and 30 staff) did not warrant a full time support engineer, we were able to resolve this problem, by providing dedicated support on a time share basis. Some of the larger sites have a dedicated support professional for 3 days each week whilst some of the smaller locations have regular support for as little as one day per fortnight.
Consistency and reliability is important, so the same resource is dedicated to the same sites each week, allowing regular contact & reporting with one person. This in turn provides a better continuity of service for users and a more uniform reporting structure back to the central operations.
The Allied team possesses detailed knowledge of the client’s systems and procedures, and act as an extension to their own support function. This pool of resources can also be called upon for rapid response to additional ad-hoc requests, providing the flexibility to cope with both reactive support and proactive project requirements.
Allied Worldwide has provided the client with a flexible and cost effective solution to their European support requirements. With greater consistency of support and quicker response to problems, our client benefits from vastly improved service to the user community and we have removed expensive and time consuming traveling costs from the central office function.
Simultaneously the IT department has retained full management control and now has the flexibility to make more effective use of their existing budgets.