About the Client
An American industrial technology conglomerate.
Challenges
- The client mandated a challenging timeline of approximately 15 days to transition the project across 30 countries, for the maintenance of Laptops, Desktops, and other EUC and Network devices.
- This posed a significant logistical challenge.
- There were critical project activities that demanded immediate attention, beyond the initially agreed scope of services. These unforeseen demands required swift action and adaptability to deliver effectively.
- To provide support for out-of-scope sites without incurring extra costs, which added another layer of complexity to the project.
Solution & Visible Results
- Total IT Global swiftly onboarded resources at multiple client locations, to ensure prompt initiation of service delivery. A crucial agreement was reached with the Client, exempting SLA penalties for the initial one month, recognising the challenges of rapid deployment.
- Multiple project activities were completed for the client, even beyond the agreed scope. This demonstrated a high level of flexibility and adaptability to address business-critical requirements, ensuring great Client experience.
- Total IT Global went the extra mile by addressing tickets that fell outside of their defined scope of work also, operating on a Time and Materials (T&M) basis.
- Total IT Global’s commitment to excellence and ability to meet urgent demands has resulted in consistently positive feedback and high levels of client satisfaction over the two-year partnership.
