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 needed management of its multilingual, global IT Support Service Center for 15 sites in Europe, to maintain the expected service quality at a lower cost and consolidate services provided by three different companies.
What we did
- Provided 24/7/365 services through Service Desk, Network Operations Center, and ServiceNow development, supporting over 6 000 end-users.
- Offered 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
- Maintenance and improvement of business-critical ITIL processes essential for standardized and quality-driven service management
- Reduction of the number of incidents
- Increasing work efficiency through self-service
- Improvement of business-IT communication
