About the client
A worldwide company in the logistics sector, with employment over 80 000 around the world. It delivers services in transportation, sea, air, road, rail, warehousing, and distribution as well as Supply Chain Management.
The challenge
Due to a lack of internal resources, the client was looking to outsource an L1 System Operations Managed Service to a capable partner, for the purpose of supporting users of a newly launched logistics platform in 24/5 mode of work, extended with weekend standby.
What we did
- Set up a team of 5 dedicated L1 System Operations Engineers in a very short time
- Implemented workflows and support processes within the client’s ITSM tool
- Sii works as a support hub for drivers and platform customers all over the world
Benefits for the client
- Unified support for platform’s users in the English language, responsive 24/7
- Ability to onboard more end customers to the platform much more efficiently
- Ability to assign internal resources to more complex tasks within the organization
- Scalability of the service as per client’s requests
