CLIENT:
Leading Technology Provider
CHALLENGE:
To provide an efficient and cost-effective Desktop & PC support
SOLUTION:
Desktop & PC Build Support
RESULT
Higher levels of engagement and cost savings
Allied Worldwide experience of managing high level and strategic technical strategies made it the client's partner of choice. Allied Worldwide constructed a blend of IT services spanning Strategy, Integration, Project Management and Delivery, specifically designed to provide support to organisations across every facet of their business needs.
Allied Worldwide is an ISO 9001 accredited organisation, uniquely positioned to support today's results-focussed CEO who requires flexible and innovative solutions in an increasingly demanding global environment, to deliver high performance business solutions against ever decreasing time scales.
Leading Technology Provider Delivers Seamless Managed Services to its European Clients
Allied provides managed services solutions across the UK and delivers the resources and capabilities required to build and manage an agile and cost-effective, desktop & PC support environment.
About our Client
One of the top 3 technology companies in the world. It is the largest global supplier of printing solutions and the 2nd largest global manufacturer of laptops.
The Scenario
After acquiring a large hardware company, the client has had continued success in winning Global
Service Contracts for its Managed Services.
Despite notable success there were issues with the client’s internal support. This function was
being performed by contractors with frequent changes and with virtually no documentation. The
client had deployed expensive independent contractors for desktop support at multiple locations.
These resources needed onsite management. Full managerial resource was stationed at each
support location irrespective of the size of the operation. The escalated costs of expensive desk
side support staff and managerial resources added to issues with a diffused focus on the key
support operation – Desktop & PC Builds. The deliverables were suffering with missed deadlines
and unmet SLAs, leading to user dissatisfaction.
Business Challenge
To provide a far more efficient and cost-effective Desktop and PC Build Support Service, not only to
its internal users, but also for its global customer accounts. In addition the client needed to reduce
their exposure to long-term contracts, whilst increasing customer satisfaction levels.
The Solution
The relationship with Allied Worldwide started with a transition of processes and procedures.
A formal documented process, with document control and audit was put in place. New reports were
added to the Remedy System to measure the operational efficiency and Key SLAs.
The Allied Worldwide team implemented and now manages the IT helpdesk services under a
comprehensive managed services program. This team is instrumental in maintaining high levels
of support and ensuring customer satisfaction. The Allied team uses the Remedy based Virtual
Helpdesk for service delivery and meets aggressive SLAs on service requests ranging from
Operating Systems to Applications. By doing so, the client is able to make the most efficient use of
the resources, whilst also reducing managerial and administrative costs.
The Allied team now delivers Desk side & PC Build support services throughout the UK & Ireland
across multiple sites.
Our service also gives the client the flexibility and efficiency required to manage the resources
within the agreed service levels. We also provide additional resources on an on-demand basis, to
minimise their exposure to long-term contracts.
The Result
Allied has delivered consistent results as per expectations and has further assisted the client in the
following areas:
- As a trusted partner Allied has grown its offering and generated new areas of engagement,
going beyond the initial statement of work, leading to significant cost savings.
- The Allied team has become the first point of contact for project rollouts.
- Against a set target of 90% SLA achievement, Allied has consistently delivered more than 93%
SLA achievement for Response and Resolution.
- We have exceeded the client’s target satisfaction index by a healthy 14% and we continually
strive to go even further beyond our minimum obligations.
- Based on our continued competency and success, Allied are also being asked to participate in
global projects and strategic initiatives.
By selecting Allied, our client is now able to focuses on their core competencies, relying on us to
deliver their managed services. The Allied team is a trusted partner and now forms an integral part
of the client’s IS strategy and operations.
