Solutions at a glance
The client needed to improve its service desk and ensure a consistent end-user support experience between locations.
- Managed service desk
- Field support services
- Managed Office 365
- Improved cost control
- Increased end-user satisfaction
- Improved ASA and resolution times
- Introduction of new features, such as chat
- Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
With much of its growth derived through acquisitions — sometimes 20 to 30 a year — the company had trouble ensuring IT consistency across its locations. Some of its acquired locations had local partners to manage IT, others had internal IT resources, while some lacked IT support entirely.
Managing such disparity was not only a challenge for business leaders, but also a source of confusion for end users. The combination of unique devices, networking and IT resources at every location made it impossible to deliver the level of end-user support employees needed.
Realizing it needed to make a change in order to improve service delivery, the company made the decision to engage a partner to optimize its service desk, Office 365 and field support operations.
Having engaged our labs, integration and managed deployment services for a number of small projects over the past two years, the company was familiar with Insight’s work. Through these previous engagements, the client came to know Insight as a reliable partner with expert knowledge it could trust. However, having had previous working relationships with Insight and another technology services provider, it invited both companies to submit a proposal.
The company wanted a partner with proven end-user support methodology and positive customer references to back it up. Due to our focus on reducing support costs over time and our more established reputation as a managed service desk provider, the client went with Insight.
“Gradually, we became more and more trusted to the point where they gave us an opportunity to expand what we do to service desk and field support,” said Insight Services Account Executive, David Mazursky. “It’s all about trust and people relationships.”
Though it wanted to create a unified service desk experience as soon as possible, the client expressed concerns over the lack of IT documentation at certain locations. It worried that replacing internal IT staff through outsourcing might result in a loss of intellectual property.
In order to avoid that possibility, we combined our team with theirs to provide additional on-site staff that filled skill gaps in some locations. In so doing, we were able to maintain the client’s current state while helping them transition to one, optimized and unified service desk.
We’re currently working across 300 sites to regulate, consolidate and optimize the client’s scattered IT support operations. The company’s fully managed remote service desk now supports about 10,000 contacts each month. In order to build stronger IT presence in the company, we staff full-time, on-site technicians for some larger locations and schedule regular field support visits for smaller locations.
Wanting to consolidate all of its end-user support under one partner, the client has since disengaged with its other technology services provider. The client now relies on Insight’s Managed Office 365 solution for Level 1–3 Office 365 support.
By taking on service desk, field support operations and Office 365 management, we’re able to help the client generate better cost-efficiency with demand-based spending — while simultaneously improving the support experience for users. We’re also working with them on a path to help them modernize end-user and device lifecycle support across the company.
We’re currently working across 300 sites to regulate, consolidate and optimize the client’s scattered IT support operations.