About the client
The company is a world leader in the field of construction and industrial products, present in Poland for 25 years and employing 7 500 people. It comprises 20 well-known brands such as Sekurit, Building Glass Polska, Glasssolution, Swisspacer, Ecophon, Isover, Isoroc, PAM, Webber, Rigips, Leca.
The challenge
The client needed to implement a remote Service Desk support in accordance with ITIL, as the previous ticketing system (ServiceNow) was insufficient.
What we did
- Audited IT services and processes in all group companies located in Poland.
- Established a VPBX solution with IVR, queuing, and prioritization.
- Provided IT support in 24/7/365 mode based on SLA and measurable KPIs.
- Implemented on-site support.
Benefits for the client
- IT support for over 3 500 group employees and maintenance of the assumed SLA/KPI indicators
- Single point of contact for the client’s employees (PL) available in 24/7 mode
- Creation and update of Knowledge Bases
