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.
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