Leading Manufacturer Delivers Business Agility and Flexibility with Distributed Support Model
Allied implemented a distributed support model to increase flexibility, decrease costs and enhance service quality across Europe.
About our Client
Our client is a leading manufacturer of Test and Measurement instruments, solutions and services for the computer, semiconductor, aerospace, consumer electronics and education industries worldwide.
The client has a strong operational base across Europe, but was facing problems with multiple service providers delivering varying service quality. Additionally they needed a highly flexible delivery model to meet their business efficiency requirements.
Previously, Allied Worldwide had successfully assisted in designing, deploying and supporting the client’s IT infrastructure across Europe. Having a proven track record we were selected to extend our services and provide a cost-effective and flexible support solution.
To remain leaders in their field, the client needed a flexible resource solution that provided geographical support in multiple locations, by both increasing and decreasing staffing levels at short notice.
The client was also looking at a cost effective way to enhance support in the regions by improving user satisfaction and creating a platform for ongoing cost & performance improvement.
Allied implemented a bespoke Distributed Support Model, providing bi-lingual support professionals, with local language skills, based appropriate to the geographic location. This solution provides for enhanced local "hands on" support in key locations, which change according to business requirements. The benefits are a massive reduction in user fix time and greatly increased user satisfaction levels.
When providing hands on support, the local users are supported by an English speaking Central Help Desk (CHD); English being the standard business language of the client.
All calls to the central function are logged in Remedy. Those calls not fixed at first point of contact are allocated to the relevant support professional, either by geographic location or skill - set and assigned a priority level with an associated service level. Calls outside the scope of service are escalated to a relevant third party with the CHD responsible for management through to resolution.
As a service improvement Allied created a template for reporting the metrics that would best deliver useful management information to the client's IS management; also enabling our staff to deliver on cost per call reduction objectives. Calls are monitored through a 4-D matrix incorporating headers such as Type, Priority, Location, and Category. This enables focused service improvement plans to be developed for specific groups, areas or subjects. This information is further refined through call type and by resolver metrics, that enable Allied management to best identify and meet staff development requirements.
Costs per call have been halved though a process of continuous improvement based on the standard "top ten" rationalisation and by applying ITIL Best Practices. Allied’s distributed service model has provided in-country language support for local users and enhanced the traditional service desk model with the inclusion of hands-on support for key sites.
We have provided the client with the required flexibility to increase or decrease coverage across Europe. This flexibility has been extended not only to changes in site structure, but also to changes in the technical environment through Allied's comprehensive staff development program.
With an SLA target of 85%, Allied constantly achieves results in excess of 90% (often as high as 98%), which have in turn yielded greatly improved user satisfaction scores and service quality perception.