Delivered global Dispatch and Full-Time Support to a major beverage leader across 53 countries
Delivered global Dispatch and Full-Time Support to a major beverage leader across 53 countries
About the Client
Scope
Dispatch and FTE Support
No. of Sites
260+ sites in 53 countries (APAC, EMEA, North America, and LATAM regions)
No. of Users
21,088+
Industry
Energy, Manufacturing & Resources
Challenges
Global beverage company with massive workforce and strict governance and protocols. Service delivery to offices spread globally, in 260+ sites across 53 countries, including corporate, manufacturing, sales, warehouse etc.
66+ FTEs and dispatch resources had to be aligned in a short period of time, simultaneously for all sites, to execute the transition within a timeline of 6 weeks. Specific adherence to TUPE guidelines in one of the EU countries complicated it further. Onboarding client referrals for incumbent hiring, negotiating and meeting their expectations was also a factor.
Need for country-based Background Verification (BGV) checks for criminal records, police clearance etc. for all resources, including remote sites, under stringent timelines, to ensure timely onsite access.
Critical integration of Client’s existing ServiceNow ticketing tool with Total IT Global’s ITSM tool to receive service/incident requests was an immediate need.
Training support for 260+ sites and lack of single line of management to coordinate onshore and offshore requirements with multiple POCs.
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Solution & Visible Results
Structured planning and dedicated Project Management and Delivery team was deputed for the successful transition and onboarding, which set up a strong foundation for seamless execution in a centralised and controlled manner for 260+ locations, across 53 countries. A dedicated SDM was deployed onsite for smooth coordination and project implementation, with complete compliance to governance protocols
Undertook incumbent and TUPE hiring, and deployed BGV cleared resources as per requirements within 6 weeks, adhering to local Labour Laws and regulatory compliances, for efficient knowledge transfer and seamless transition
Timely and successful integration of Client’s ServiceNow application with Total IT Global’s ITSM ticketing tool
Solutioned a customised SLA with 4 hours TOT (Time-on-Task) to service multiple tickets in every visit, for Dispatch sites, delivering cost efficiencies
Provisioned resources with apt skillset for all locations, ensuring all requisite compliances were met
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