Case Studies

Financial

Client:

Multi-national bank offering a full range of financial products and services. 25 million retail and wholesale banking customers worldwide.

Services:

  • Integrated client heritage management and technical resources into WWTS
  • Realigned technical staffing for better utilization
  • Developed Knowledge Transfer and Training programs to improve delivery of services and support
  • Transitioned parts management to WWTS systems and facilities to efficiently manage inventory and mission-critical parts distribution
  • Implemented centralized client imaging integration center and warehouse in WWTS facility
  • Developed customized client reporting

Results:

  • Improved service delivery by deploying repeatable processes and implementing best practices
  • Consistently meeting or surpassing all service metrics
  • Reconciliation of client inventory and parts
  • Increased resource utilization

Satellite Services

Client:

Provider of Internet Access and Managed Network Services for over one million consumer/residential and enterprise subscribers, using a network of satellite and terrestrial transports supporting data, VOIP, digital media, and distributed WiFi technologies. Major market share holder with 2,250 employees worldwide.

Services:

  • Provided project and installation support with 24×7, 4 hour to NBD onsite response capability in Continental US, Canada and Caribbean
  • Developed extensive technician training program on a product line spanning over 20 years of telecom technology evolution
  • Integrated service call management, inventory management, and performance reporting across a customer base of mixed service delivery options

Results:

  • Improved end user satisfaction and resolution time with consistent delivery of break-fix and installation services
  • Consistently met or exceeded customer service delivery metrics in over 450,000 locations

Agricultural

Client:

Provider of food, agriculture, financial and industrial products and services to worldwide markets with 150,000 employees in 70 countries.

Services:

  • Provided 24×7, 4 hour onsite capability for critical sites
  • Drove end user satisfaction and improved resolution time through globally consistent delivery processes
  • Leveraged Worldwide TechServices’ global coverage to provide services at all requested locations

Results:

  • Delivered and provided consistent solutions across client’s global workforce
  • Achieved consistent SLA compliance across campus hub and spoke, as well as dispatch services

Life Sciences

Client:

Global diagnostic laboratory and information services company specializing in providing clinical diagnostic testing and information in 850 US locations.

Services:

  • Provided direct management for the deskside support teams and transitioned employees
  • Established a technician backfill process with an integrated knowledge transfer program
  • Integrated service call management system and supply chain with WWITS
  • Implemented in-warranty recovery, established triage tech support systems and instituted a direct end user technician feedback process

Results:

  • Gained high level of end user satisfaction resulting in a rating of 4.85 out of 5

Energy

Client:

New Jersey’s largest provider of electric and gas service serving 2.2 million electric customers and 1.8 million gas customers with 13,000 employees.

Services:

  • Developed training programs to align with corporate standards for all campus and dispatch locations
  • Integrated end user training into the IMAC process to help reduce the number of calls into the help desk
  • Integrated service call management system transparency via EDI
  • Designed and implemented depot services for imaging devices in the WWTS Integration Center

Results:

  • Consistently met or surpassed all customer service metrics
  • High level of productivity resulted in reduced staffing cost
  • Contract opportunity granted due to consistent high SLA attainment and CSAT scores

Outsourcing

Client:

Global market leaders wanted to transfer staff to WWTS with special focus on creating business solutions for staff transfer, TUPE, and ARD.

Services:

  • Provided solutions for support gaps, unplanned attrition, and seasonality increases
  • Developed transition plans including employee onboarding and meet and greet sessions at key locations
  • Successfully transitioned dispatch, full-time and dedicated technicians with benefits and tenure
  • Converted key suppliers and managers to mitigate lapses in services

Results:

  • Over 1000 employees onboarded