Multilingual Support Services Across 11 Global Locations
Client:
Kodak Alaris – a global technology company delivering value to businesses and consumers all over the world through two core business units – Data Capture and Processing Solutions that allows businesses and government agencies run faster and smarter, and Kodak Moments that provides consumers with innovative solutions to preserve and enjoy their most cherished memories.
Problem Objectives:
Addressing the client requirements, Allied Worldwide was tasked to:
- Provide 12 managed, Second-Line Support resources across 11 global locations including UK, Europe, India, Japan, South America, and Australia,
- Provide resources who are culturally aligned to the business and geography,
- Provide resources who must be multilingual in both English and the local language,
- Provide a dedicated Customer Service and Resource Management Team,
- Offer ongoing training of Support Personnel to maintain technical proficiency,
- Provide qualified resources on a next business day + 1 basis to cover unplanned leave,
- Support services that cover workstation support, onsite server support and onsite telecom support,
- Provide regular management reporting against deliverables and SLAs.
Solution
Our global reach enabled us to deliver the right resources to meet Kodak Alaris’s requirements for cultural alignment, multi-linguistic ability and to meet the expected educational, professional experience and competence. The solutions included:
- An escalation path which included 24/7 Customer Services Helpdesk, dedicated Service Delivery Manager and Client Operations Director,
- Pre-inducted resources providing cover for all planned leaves ensuring no impact to service,
- Cover for all unplanned leaves on a next business day + 1 basis,
- Support services including Remote and Onsite workstation and printer break/fix support, Ad-hoc hardware and software deployment, Device installation, Device and workstation recovery, Logging and updating incident information onto tracking system, Unpack, rack and cable new server equipment, Troubleshooting and replacement of failed hardware component, Requirement based server and telecom support.
Benefits
Our successful solution implementation resulted in:
- Service continuity – Support personnel and backfill resources continuing to deliver high quality support services and business continuity,
- Long-term partnership – Based on the delivered quality resources and services, Allied signed a 7-year Managed Service engagement with Eastman Kodak and a 4-year Managed Resource engagement with Kodak Alaris.
