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Overview

The cliche that every customer is unique is true to IT services, and addressing their individual needs is growing more complex.

INSIGHT

Delivering Efficient IT Support to Employees Working From Home

The outbreak of the coronavirus pandemic (COVID-19) poses a new challenge for organizations worldwide and it could affect you as well. Many companies are forced to limit their operations and move their employees to the home office environment, while IT teams work around the clock to deliver the best support possible to their end users.

Working from home environment, including corporate device strategy, using personal devices to perform job duties, creating and scaling VPN solution and optimizing applications in use not only increased demands on your IT department but also limited the support ability of your IT providers, especially due to travel problems.

To help you cope with your existing IT challenges during and after the coronavirus pandemic, we’ve put together a free guide that will accelerate and improve the home office set-up process to reach quick, more efficient and reliable service delivery, and to enable efficient work from home.

Download contingency planning guide

Urgent Issues Resolved Quickly

The client

A global fashion company with offices worldwide, and outsourced IT Service Management for most regions.

Challenges

The European IT leader contacted KompiTech for immediate incident management support for their German team, to allow them to maintain continuous operations in their offices.

They were looking for a partner who could:

  • deliver service in compliance with their internal IT policies
  • provide an easy system to raise tickets
  • give him oversight of raised and resolved tickets
  • potentially become their regional partner in the future

Solution

By downloading the KompiTech BLiTS app and providing some basic company information, we were able to immediately onboard their helpdesk team.

That same day, their team was able to raise tickets for their employees; requesting an engineer for the next day.

Results

After 30 days of raising tickets for the team, the helpdesk felt very confident with the process and had all 53 German employees download the KompiTech BLiTS app so that they could raise tickets themselves.

The German team experienced an approx. 75% faster incident resolution (from 4 days to 1 day) with 99% SLA resolution. The EU HQ has instant access to real-time ticket tracking, service cost visibility, and dashboard reports.