Project Overview
A large ITO client required onsite resources to provide desk-side services to their end client, which focuses exclusively on connecting producers and customers of chemicals, plastics, composites and environmental services.
The end-customer required on-site full-time employees (FTEs) to provide desk-side support services. The resources needed to have strong technical skills as well as strong soft skills to support a large group of demanding end users.
Outsource EDV provided the resources with the right skills, experience and language skills to exceed the client’s expectations. We provided daily real-time updates on ticket management and visibility to fulfil all SLA requirements and reported on key metrics as well as managing end-user escalations.
Results and achievements
Most importantly for our client and their end customers, they were able to maintain their ability to provide consistent end user support (EUS), with a particular focus on hardware and software repair and IMACD (Install, Move, Add, Change, Dispose) services.
We lowered our client’s cost structure for geographic service deployment and allowed them to focus on their core business. Outsource EDP provided a high level of customer satisfaction at a cost and service level that allowed the partnership between the companies to flourish and resulted in additional business.
Customer testimonial
“The resources provided by Outsource EDV were excellent and received consistently positive feedback from the end users. The resources were flexible, fully managed, integrated quickly into our environment and frankly exceeded our expectations.”
Summary
This project demonstrates our ability to manage demanding desk-side support services efficiently and cost-effectively, whilst delivering the highest quality of service. Through our partnership approach and commitment to excellence, we have not only exceeded our client’s expectations but also laid the foundations for future business opportunities.