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
In 2018, after the implementation of the new ticketing system (ServiceNow), the quality of the provided Service Desk support was insufficient. For this reason, a decision was made to look for a reliable partner who would implement remote Service Desk support in accordance with ITIL.
What we did
- Audit of IT services and processes in all group companies located in Poland
- Transition of the support to Sii’s team located in Lublin
- Establishment of a VPBX solution with IVR, queuing and prioritization
- Provision of IT support in 24/7/365 mode based on SLA and measurable KPIs
- Implementation of on-site support
Benefits for the client
- IT support for over 3 500 group employees and maintaining the assumed SLA/KPI indicators
- Single point of contact for all employees (PL) available in 24/7 mode
- Created and updated Knowledge Bases
- Significant amount of the tasks from the on-site support taken over by Sii
