About the Client
American multinational corporation produces medical devices, pharmaceuticals, and healthcare products for children.
Challenges
- Not only was the 4-hour onsite response SLA restrictive, it would have been challenging to source Engineers within a 60 km radius of the site locations, as per requirement.
- There was a need for Smart Network hand support for data centre equipment, and it was expected that resources would carry their own peripherals and report on remote locations.
- The optimisation of resources and sites posed a challenge due to the presence of over 280 sites solely in Japan. Additionally, all sites in Japan required resources to possess proficiency in the local language.
Solution & Visible Results
- Engineers were trained to follow Standard Operating Procedures (SOPs) that were prepared in collaboration with the client. This ensured that the resources adhered to Smart Hands & Feet support best practices and were equipped with the required peripherals to provide effective assistance.
- A hub and spoke model was adopted to optimise costs and generate savings. Common resources were utilised to handle multiple sites, thereby streamlining operations and reducing redundancies.
- Total IT Global was successful in sourcing Engineers with local language proficiency, ensuring effective troubleshooting for any language-specific challenges.
- The support services provided comprehensive coverage across all 350+ locations across the entire APAC region. This ensured that network devices received consistent, and uninterrupted support from the Engineers, who followed the SOPs diligently.
