Background
Our client, a leading global technology and consulting corporation, provided Worldwide TechServices with an opportunity to be an exclusive partner for remote service management across the Americas for desk-side support and managed deployment services.

Challenge
Our client required extensive and broad geographic coverage coupled with a diverse set of technologies to support across demanding service levels.

Worldwide TechServices Solution
Worldwide TechServices provided a technician employee population of over 500 experienced enterprise and client technicians with over 64,000 diverse technical certifications, which enabled us to exceed the client's service level expectations.

Worldwide TechServices partnered with our client to provide certified program management supported by WWITS. Our technology infrastructure afforded our program managers the daily real-time updates and visibility to meet all SLA requirements, report on key metrics, automate end user escalations and provide parts provisioning and positioning.

Results
Most importantly, for our client, they have maintained their ability to provide tier one service across all geographies in the Americas to support their end users at a competitive price point.

Worldwide TechServices lowered our client's cost structure for remote geographic service coverage while allowing our client to focus on their core business.
Worldwide TechServices provided a high level of customer experience ratings to the telecommunications enterprise at a cost and service level agreement that has allowed the partnership between the three companies to flourish and has resulted in additional business for our client.

A client testimonial statement: "Our relationship with Worldwide TechServices is stable and strong.  They are committed to providing sustained satisfactory delivery in all areas we engage them in.  Our weekly and monthly delivery reviews show their delivery consistently meets or exceeds targets, and they are willing to entertain new ways of delivery when warranted."