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.
Our website uses cookies to enhance your digital experience. You may choose to edit your preferences using the Cookie Settings button. Visit our Cookie Policy and Privacy Policy for more details.
Our website uses cookies to improve your experience while you navigate through the website. Of these, the cookies that are categorised as 'necessary' are stored on your browser by default, as they are essential to enable a basic browsing experience of the website. We also use third-party cookies that help us analyse and understand how you use and navigate our website. These cookies will be stored in your browser only with your consent.You may also chooseto opt-out of some of these categories.Click on the different category headings to find out more and change your default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.
These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site, and will not be able to monitor its performance.
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these services may not function properly.
These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.
