About the client

Staples Solutions is a leading provider of workplace products, services, and solutions, supporting small, mid-sized, and large businesses in Europe. Headquartered in the USA, the company is operating in 15 countries.

The challenge

The client was looking for a new partner to manage its multilingual, global IT Support Service Center for 15 sites in Europe. The major goal was to maintain the expected service quality at a lower cost and consolidate services provided by three different companies.

What we did

  • Provide 24/7/365 services through Service Desk, Network Operations Center, ServiceNow development, supporting over 6 000 end-users
  • Offer comprehensive 1st line support based on ITIL methodology, including Incident Management, Problem Management, Access Management, Knowledge Management, and Service Request Fulfillment

Benefits for the client

  • Business-critical ITIL processes essential for standardized and quality-driven service management are maintained and improved
  • The number of incidents was reduced
  • Work efficiency was increased through self-service
  • Business-IT communication was improved
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