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.
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.
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.