CASE STUDY

Global IT and Telecomms Company

The luxury hotel features nine oors and 89 spacious guest rooms, all o ering state-of-the-art technical facilities. The hotel has a stylish restaurant and bar, a private dining room and provides a well-equipped tness centre.

IT and Telecommunications Company

THE CHALLENGE
The Customer required an outsourced Help Desk service that would reduce their existing costs, whilst improving service quality to its end user customers and freeing up local operational and senior management. ISG technology worked collaboratively with the Customer over four months to provide a seamless and no-impact transition. A dedicated multi-discipline Transition team, comprising both ISG technology and Customer employees worked to anticipate and eliminate any potential issues. The challenge for ISG technology was to nd a cost e ective solution that could be implemented rapidly in a controlled and e cient way. ISG technology needed to provide premises, IT equipment, application interfaces, communications and a new 20 person team within a four month period prior to the Go Live date. ISG technology is proud that all timescales were met and the Help Desk was sta ed with an outstanding group of eager and motivated employees.

IT and Telecommunications Company

SOLUTIONS DELIVERED
ISG technology provided the Customer with a complete Help Desk service, based in its European Support Centre (ESC) in So a, Bulgaria, with 3rd level support being provided by ISG technology in the UK. Service is being provided to circa 500 UK customers. ISG technology secured additional o ce space in its So a facility to create a dedicated area for the new team. Hardware and Software was procured locally and from the UK and direct communication links and application interfaces were quickly established. Working to detailed job and people speci cations a new Help Desk team was recruited over a three month period. A training program was agreed with the Customer to ensure that the new team had a thorough understanding of the Call Management System, the products that they were supporting and agreed methods for communicating with end user customers. ISG technologys service was a major change to the Customers existing UK based operation. The Customer was pleased with the success of the project, particularly with ISG technologys detailed planning, preparation, the smooth transition and handover of the Service. All the expected bene ts of the migration have been realised or exceeded.

It is also extremely encouraging that we are already examining areas where further service improvements can be provided to our Customers, so early a er transition whilst already receiving good customer feedback.

The Apex London Wall Hotel was recently converted from an o ce building into a four-star hotel with top class amenities. The hotel is conveniently situated in the heart of the nancial business district and is close to many of Londons popular attractions.

Whilst we always had every con dence in ISG technologys ability - We are extremely pleased with the seamless transfer of service which clearly shows the bene ts of the team approach and detailed migration plan.