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Client Success Stories

Financial

鶹Ƶ the Client

Multi-national bank offering a full range of financial products and services. 25 million retail and wholesale banking clients worldwide.

Services
  • Integrated client heritage management and technical resources into WWTS
  • Realigned technical staffing for better utilization
  • Developed knowledge transfer and training programs to improve delivery of services and support
  • Transitioned parts management to WWTS systems and facilities to efficiently manage inventory and mission-critical parts distribution
  • Implemented centralized client imaging integration center and warehouse in WWTS facility
  • Developed customized client reporting
Results
  • Improved service delivery by deploying repeatable processes and implementing best practices
  • Consistently meeting or surpassing all service metrics
  • Reconciliation of client inventory and parts
  • Increased resource utilization

Satellite Services

鶹Ƶ the Client

Provider of Internet Access and Managed Network Services for over one million consumer/residential and enterprise subscribers, using a network of satellite and terrestrial transports supporting data, VOIP, digital media, and distributed WiFi technologies. Major market share holder with 2,250 employees worldwide.

Services
  • Provided project and installation support with 24×7, 4-hour to next business day onsite response capability in Continental US, Canada and Caribbean
  • Developed extensive technician training program on a product line spanning over 20 years of telecom technology evolution
  • Integrated service call management, inventory management, and performance reporting across a customer base of mixed service delivery options
Results
  • Improved end user satisfaction and resolution time with consistent delivery of break-fix and installation services
  • Consistently met or exceeded customer service delivery metrics in over 450,000 locations

Agricultural

鶹Ƶ the Client

Provider of food, agriculture, financial and industrial products and services to worldwide markets with 150,000 employees in 70 countries.

Services
  • Provided 24×7, 4-hour onsite capability for critical sites
  • Drove end user satisfaction and improved resolution time through globally consistent delivery processes
  • Leveraged 鶹Ƶ’ global coverage to provide services at all requested locations
Results
  • Delivered and provided consistent solutions across client’s global workforce
  • Achieved consistent service-level agreement (SLA) compliance across campus hub and spoke, as well as dispatch services

Life Sciences

鶹Ƶ the Client

Global diagnostic laboratory and information services company specializing in providing clinical diagnostic testing and information in 850 US locations.

Services
  • Provided direct management for the deskside support teams and transitioned employees
  • Established a technician backfill process with an integrated knowledge transfer program
  • Integrated service call management system and supply chain with 鶹Ƶ’ proprietary Information Technology Service Management System (ITSM)
  • Implemented in-warranty recovery, established triage tech support systems and instituted a direct end user technician feedback process
Results
  • Gained high level of end user satisfaction resulting in a rating of 4.85 out of 5

Energy

鶹Ƶ the Client

New Jersey’s largest provider of electric and gas service serving 2.2 million electric customers and 1.8 million gas customers with 13,000 employees.

Services
  • Developed training programs to align with corporate standards for all campus and dispatch locations
  • Integrated end user training into the Install Moves Adds Changes process to help reduce the number of calls into the help desk
  • Integrated service call management system transparency via Electronic Data Interchange (EDI)
  • Designed and implemented depot services for imaging devices in the WWTS Integration Center
Results
  • Consistently met or surpassed all customer service metrics
  • High level of productivity resulted in reduced staffing cost
  • Contract opportunity granted due to consistent high service-level agreement (SLA) attainment and Customer Satisfaction (CSAT) scores

Outsourcing

鶹Ƶ the Client

Global market leaders wanted to transfer staff to WWTS with special focus on creating business solutions for staff transfer, Transfer of Undertakings (Protection of Employment) Regulations 2006, and Acquired Rights Directive.

Services
  • Provided solutions for support gaps, unplanned attrition, and seasonality increases
  • Developed transition plans including employee onboarding and meet and greet sessions at key locations
  • Successfully transitioned dispatch, full-time and dedicated technicians with benefits and tenure
  • Converted key suppliers and managers to mitigate lapses in services
Results
  • Over 1000 employees onboarded

Telecommunications

鶹Ƶ the Client

An Enterprise Technology Company that offers communications, network services, security, cloud solutions, voice, and managed services.

Services
  • Provide onsite deskside services support at 11 campus locations
  • Support remote end users across the US out of a centralized depot
  • Dispatch capabilities to cover any of the client’s 79 locations
Results
  • Consistently provide quality customer service month after month as indicated by client Customer Satisfaction (CSAT) scores
  • 鶹Ƶ efficient service and a positive customer experience
  • Consistently meeting and exceeding the customer's service-level agreement (SLA) expectation
  • Implemented a program that saved the client $1.6M in the last 12 months

Retail

鶹Ƶ the Client

An American chain of luxury department stores located across the US.

Services
  • Provide next business day onsite support at 103 store locations
  • Assistance with project staffing at the client's depot
  • Support same day service for 28 locations
Results
  • Saving the client money in loss of revenue by quickly resolving issues involving down Point of Sale (PoS) devices
  • Able to provide immediate service and a positive customer experience
  • Consistently meeting and exceed the customer's service-level agreement (SLA) expectation