Hands-on support and user-centric device migration for 2500+ end users in Japan
Hands-on support and user-centric device migration for 2500+ end users in Japan
About the Client
Scope
Dedicated and Dispatch Support
No. of Sites
16
No. of users
2500+
Industry
Energy, Manufacturing & Resources
Challenges
One of the challenges was to ensure a smooth hiring process for two resources who were already working onsite
There was a need for one full-time equivalent (FTE) resource in a tier 3 city in Japan, who would be responsible for the services at the spoke site. The challenge was to manage the resource allocation efficiently, especially during weekends and public holidays
Another challenge was to execute the migration of devices seamlessly. The goal was to achieve 100% user adoption and satisfaction throughout the migration process
Solution & Visible Results
Overcoming these challenges required implementing strategies such as streamlining the incumbent hiring process, optimising resource allocation, providing adequate support for the FTE in the tier 3 city, and executing a well-planned and user-centric device migration
Transparency on remuneration packages, as well as timely reimbursements of flexible benefit plans fostered trust and mutual understanding. A cab facility, along with a reward and recognition program was implemented to achieve desired outcomes and acknowledge the dedication and efforts in meeting the demands of the project
Floor-walking services provided by Total IT Global, involved dedicated personnel assisting User concerns post-migration. This hands-on support helped in addressing any issues promptly and maintaining high user satisfaction levels
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