Major Television Network Delivers Seamless IT Support Across Europe
A major television network deployed Allied's IT Helpdesk Support Solution to deliver responsive, personal, cost-effective customer service to end-users.
About our Client
Our client is the world's most-watched television network. Through its ground-breaking visual style, breakthrough music events, innovative documentaries, and unique programming, it has become the leading authority for generations of music fans.
The client was facing internal IT support issues, as they did not have enough resources for supporting their satellite offices across Europe. They decided to outsource the IT support function and signed a one year agreement with one of the largest international support organisation in the market.
However, six-months into the contract, the service levels were falling, whilst costs attributed to the direct and indirect management of the contract were escalating.
While their parent company was investigating another global outsourcer, the subsidiary company had to look for a supplier who could provide a 6-month "stop-gap". The service provider would need to quickly meet service requirements across Europe and demonstrate significant cost reductions.
The client needed a far more efficient and cost-effective helpdesk solution to support their IT function across Europe. In addition, our client needed dedicated, flexible and proactive resources on an on-demand basis, to cover any additional or ad hoc support requirements.
Allied approached the project from a co-sourced perspective, enhancing and augmenting the clients internal IT structure rather than replacing it. We provided dedicated full-time personnel in support of satellite offices across large sites in Munich, Amsterdam, London and Milan. For medium sized sites our “Distributed Support Model” was implemented, with support personnel attending site on prearranged days from 2 to 4 days per week. The smallest offices were covered on a reactive basis by Allied Worldwide field support professionals across the mainland.
Throughout the transition process, documentation was introduced to enable the client, to transfer service to the parent company (provider) at the end of the six-month period.
The client's senior management, having been "bitten" once by outsourcing closely monitored the ROI on the outsourced relationship with Allied Worldwide. Their figures displayed a 32% increase in user satisfaction with a commensurate increase in SLA performance. At the same time, these statistics were achieved with a 28% decrease in costs to the client.
As a direct result, the client decided to renew their outsourcing relationship with Allied Worldwide at the end of the six month contract. More than two years later, Allied Worldwide is providing an ever increasing range of services to the client throughout Europe and is engaging in true partnering for profit initiatives, based on shared risk and reward.