American multinational corporation produces medical devices, pharmaceuticals, and healthcare products for children.
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.
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