About the Client
International confectionery, food, beverage and snack food company, headquartered in the United States.
Challenges
- The client’s sites were geographically close to each other, which posed cost-efficiency challenges, due to multiple resource allocation.
- There were frequent Non-Standard Service Requests (NSSR) on several Business As Usual (BAU) sites, necessitating a solution for resource allocation, with the right infrastructure knowledge and site familiarity.
- There was a daunting task of meeting 4-hour Service Level Agreements (SLAs) for resolving critical P1 tickets, necessitating timely resource allocation.
Solution & Visible Results
- A dedicated pool of skilled resources, specifically trained to handle network support across the proximity-based sites, was established. This resource pool was carefully selected for their expertise and knowledge.
- Resources were systematically familiarised with the unique infrastructure of each site, ensuring they were well-equipped to address NSSRs and BAU requirements promptly.
- A prioritisation protocol was implemented to ensure that P1 tickets received the highest attention, with a commitment to meeting the challenging 4-hour SLAs.
- Strategic approach to resource deployment, combined with a stringent governance model, addressed complex challenges in network support.
