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SUCCESS STORY
EUC Dispatch and dedicated support

Scope

EUC Dispatch and dedicated support
(IT Managed Services)

Number of Sites

22 sites, across 17 countries

Number of
devices

50+

About the Client

Leading cloud-based provider of integrated human capital & business solutions

Challenges

  • Sourcing and deployment of experienced resources for remote sites under challenging timelines.
  • To Ensure Knowledge Retention on critical Sites.
  • Country-based Background Verification (BGV) (criminal records, police clearance etc) for all resources, including remote sites, under stringent timelines, to ensure onsite access.
  • Quick and round the clock service support for VIP users at critical sites.
  • Challenge of Asset refreshment for new joiners.

Solution & Visible Results

  • Automated visit model was proposed and implemented, suitable to each site, based on ticket size, criticality and nature of the requirements. This reduced redundancies and made all sites, including remote sites, future-ready for uninterrupted business continuity.
  • Undertook incumbent hiring and deployed BGV cleared resources as per the requirements within 4 weeks, adhering to local Labor laws and regulatory compliances for an efficient knowledge transfer and seamless transition.
  • Implemented Knowledge Retention strategy to train the other resources at client side through incumbents, helped in preventing knowledge retention loss and resulted in a seamless handover.
  • Aligned roster-based resources, specifically for VIP users, to elevate User Experience, leading to enhanced workplace productivity.
  • Implemented Smart Kiosk solution at a critical USA site, to securely store IT devices and peripherals and dispense them on demand. This resulted in cost optimsation and increased workplace efficiency by providing instant availability of SKU’s in-sync with IT support.
  • The project went live within a record time of 4 weeks. Received multiple appreciations for the impeccable transition.

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