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SUCCESS STORY
Dedicated, Dispatch, Sparing for break-fix
(EUC Field Services)

Scope

Dedicated, Dispatch, Sparing for break-fix (EUC Field Services)

Number of Sites

550+ sites
(UK)

Number of
devices

7800+

About the Client

Leading, European facilities management and professional services company

Challenges

  • Sourcing and deployment of resources for vast spread 550+ sites across UK, including remote sites, for dedicated and dispatch services.
  • Copious migration to Window’s new OS platform, for 7800+ users across all sites, in a stringent timeline of 45 days.
  • Unavailability of warehousing facility for quick asset refill and unavailability of repair center to manage customers’ EUC needs and spare requirements.
  • Short SLAs for VIP needs.

Solution Offered & Results

  • Adopted a cluster-based strategy, to segment the sites as per the ticket volume and aligned in-house resources with proper registration for all the sites. This accelerated the speed of the project, leading to full adherence to SLAs.
  • A cluster-based approach helped in implementing the migration to Windows 10 for all 7800+ users, within the stipulated timeline of 45 days, demonstrating agility and commitment.
  • Integrated ‘Warehouse as a Service’ from Total IT Global, to provide satellite and mainstream warehousing facility for all the sites and spare part support, leading to faster resolution of tickets and quick and timely access to spares parts.
  • Deployed FTEs at VIP sites, for enhanced User Experience.
  • Total IT Global is continuing to support the project more than 3 years now, across 550+ sites and have supported spare management or hardware replacement for more than 6000+ users.
  • The implementation of this project led to successful procurement of new projects from the same customer, speaking high on value delivery and commitment of Total IT Global.

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