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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.
Country-wide support

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.
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