Case Study

UST helps global software company elevate IT support with consistent 98% satisfaction and SLA ratings

When this technology company decided to outsource its desktop IT support, Tech Café, and depot services, the company engaged with UST in a global managed services agreement. Over time, UST surpassed its KPI and SLA targets for MTTR, ticket volume, and customer satisfaction with consistent 98% ratings. The company achieved its goals of reducing IT overhead expenses and reallocating internal IT resources.

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OUR CLIENT

The multinational software company creates and publishes some of the most popular and widely used applications on the market. It was founded more than 40 years ago, employs nearly 30,000 people, and generates approximately $25 billion in annual revenue.

THE CHALLENGE

Outsourcing IT support services to a knowledgeable, experienced partner

The tech company used internal staff to manage its desktop support, Tech Café, and depot services. While these teams were necessary to run its business at peak productivity, the company wanted to engage with a managed service partner so it could:

Reduce costs - by eliminating the overhead expenses associated with the teams
Increase IT innovation - by upskilling IT resources from mundane, repetitive tasks to more strategic projects
Gain staffing flexibility - to quickly add or reduce headcount as necessary based on the needs of the business
Add cost-effective dispatch services - for specific offices, mainly in the Asia-Pacific region, where full-time IT support services weren’t necessary

THE TRANSFORMATION

Elevating tech support and sustaining operations during the Covid-19 pandemic

After embarking on an IT support managed services engagement, UST seamlessly assumed responsibility for the company's desktop support, Tech Café, and depot services. Our team enhanced existing service processes by updating operating procedures and run books with best practices and version controls. The entrenched, fine-tuned managed services engagement was serendipitous as the Covid-19 pandemic unexpectedly swept the globe in early 2020.

Immediately shifting to remote IT support during pandemic lockdowns

In March 2020, company leaders decided overnight to shut down offices in the U.S. and shift to a work-from-home model. UST quickly implemented remote Tech Café support using a Slack channel. Employees could easily request IT support from UST technicians as if they were in the office. As the company continued to shut down offices around the world, the Tech Café Slack channel expanded from the U.S. to worldwide, helping existing employees manage laptop issues and assisting new hires with onboarding IT needs.

Supporting limited office re-openings during the pandemic in 2021

Since pandemic restrictions fluctuated significantly worldwide throughout most of 2021, UST’s managed services IT support ebbed and flowed to keep pace with the company's needs. As employees slowly started returning to work in offices, UST support technicians went into the company's offices around the globe to test technology equipment, such as conference rooms, phones, and projectors, and apply any necessary updates to ensure all equipment was in good working order. Meanwhile, the remote Tech Café remained in place until it was no longer needed as pandemic restrictions eased around the globe.

Implementing a “road to work” strategy as pandemic restrictions were lifted

When the company announced that employees were required to go back to work in offices a few days a week, company IT leaders and UST’s managed services team worked together to devise a staffing strategy to ensure UST could meet the IT support needs of employees as they returned to work around the globe. With one month to scale up, UST rapidly added 17 people to its managed service team in each office. UST maintained the additional headcount for six months to manage the initial return-to-work surge of employee IT needs.

THE IMPACT

Surpassing service delivery targets with consistent 98% ratings

For the last seven years, UST has seamlessly managed the company's desktop support, Tech Café, and depot services—before, during, and after the extreme circumstances of the pandemic—with a flexible staffing model, providing top-notch services. Over the course of the engagement, UST has surpassed its KPI and SLA targets for MTTR, ticket volume, and customer satisfaction with consistent 98% ratings. Meanwhile, the company achieved its goals of reducing IT overhead expenses and reallocating internal IT resources to focus on other, more strategic projects.

RESOURCES

https://www.ust.com/en/what-we-do/strategy-implementation-operations

https://www.ust.com/en/industries/tmt-technology

https://www.ust.com/en/insights/quantela-and-ust-help-queensland-reduce-energy-costs