Customers operate in the following areas:
- Highway dealership from Piedmont
- Group of Public Hospitals in the south of Turin
- Principal producer of coffee at national level and leader in international field
The principal exigencies of clients was the needs of having a maintenance service on their network infrastructure (switch,routers,firewall) with H24 coverage on 365 days per year.
In detail, clients request a maintenance and efficient management service that solves any network problems on their system and able to guarantee:
- H24 availability of a technic infrastructure the receives the incident, corrects it and restores the service;
- Availability of HW spare parts;
- Availability of human resources and skill appropriate to service.
The principal service aim is the client requests satisfaction through a rapid and efficient organization with the scope of responding to emergencies in a properly way or the necessity of ensuring continuity with service granting.
SOLUTION, BENEFITS AND CONNECT’S ADDED VALUE
- Creation of a technic structure composed by a service responsible and an available technician;
- Shift of technician resources;
- Implementation with a pro-active monitoring systemable to reduce maintenance corrective interventions in scheduled maintenance;
- Technic document sharing between human resources dedicated to service;
- Call management, history of executed interventions;
Connect gave its added value designing H24 on the base of requests and of his 20 years experiences focused on customer service (Customer First).
The service adoption allowed to:
- Calls increase in scheduled maintenance
- Speed in solution and restoring of malfunctions
- Increase of clients number that request the service
- Customer satisfaction