Problems: Client competencies lay in equipment design and manufacturing with little expertise in internal IT support.

Solutions: A managed services solution for the client’s global technical support centre, consolidation of two large US-based technology support centres into a single US location. Deployed services to UK, Europe, India and Australia providing a ubiquitous global IT Technical support solution for all internal end users.

Results:  Accomplished the global deployment for millions less than client’s internal estimate to perform the same work. Saved additional millions annually through matching resources to service level requirements and process improvements; 35,000 global users to-date with 95% of the 30,000+ cases each month resolved at or above the Service Level Agreement.