Case Study: Country-Wide IT Support
A national manufacturing company with limited IT resources approached AXIS to provide supplemental IT support across Australia.
Break-Fix and Installation Services:
- Help Desk: Co-ordinate all activities between help desks, providing updates to users and management.
- Extensive Coverage: Service locations varying from home users through to factories and major offices.
- Diverse Expertise: Provide broad range of skills as required, ranging from desktop to network infrastructure.
Outcomes
- Every support SLA met, both inside and outside business hours.
- Regional response times reduced from days to hours, improving productivity and relationships between field workers and head office.
- Significant reductions in travel and staff costs due to outsourcing regional support.
- The contract is in its third year and the relationship remains excellent for both parties.
What Made This Successful
- Great geographical reach (capital cities, regional and remote).
- Understanding the existing systems and tailoring our support centre to seamlessly blend with the client’s systems.
- Skilled technical resources driven by SLA requirements.
- Demonstrable savings to our client and a happier user base.
