The Who
- Major body for human resources professionals
- Headquartered in the UK
- 150,000 members worldwide
The Challenge
- New leadership came into the business - bringing with them a new IT team
- Found themselves dissatisfied with existing managed service provider, who were underperforming on all their Service Desk SLAs
- Reputation of the IT team inside the company was damaged due to poor service from the provider
- Decided to end contract a year early
- Needed a new managed service provider
- Customer pivoted to hybrid working midway through project
The Solution
- Servium proposed an entirely new service to distance from the failures of the other provider
- First-, second-, and third-line support provided remotely, allowing access to a wider pool of expertise
- A larger group of support agents would be deployed to become familiar with their systems and processes
- Utilised existing service desk software to simplify transition
- Enhanced the service with device stock holding to onboard new users faster
The Benefits
- Better commercials, and improved quality of service
- Greater peace of mind - more support staff are familiar with their business and requirements
- Improved resilience as a result
- Use of Servium warehouse allows for zero-touch deployment of devices for remote workers
- Perception of IT team within the company greatly improved
Why Servium?
- Proven track record of success on previous projects
- Other suppliers had come and gone, but Servium remained a constant
- Impressed by the value of the Services Ecosystem
