Global Packaging Company – Merging IT Services
A global packaging company with more than 180 sites worldwide, and over 11,000 employees committed to helping companies operate more sustainably and effectively.
Multiple company entities were merged under a single IT support umbrella. The new overall volume of support requests was causing havoc and they didn’t have the ITIL processes in place to meet this new demand effectively.
The perception of IT and end-user satisfaction are very important to leadership. The company had selected a partner to take on the Level 1 support tickets and were even more dissatisfied with their services, as the quality of service to the end-users decreased. The organization was paying for a service that was not meeting their needs so the perception was they were wasting money.
Mechdyne proposed a 24×6 Level 1 (L1) service desk to perform front-line support for all inbound calls, and many service requests from both US and international end-users.
Mechdyne’s team has been trained to deal with some complexities and certain categories of tickets have to be logged and routed to other in-house teams for resolution effectively and efficiently to not waste the end-user’s time so they may receive the necessary support quickly.
Mechdyne improved end-user satisfaction and perception of IT which is valued by the company’s leadership. Mechdyne was able to provide added value, additional ROI, and handle more L1 tickets effectively through the use of the client’s existing ServiceNow ITSM tool, whereas the previous provider would not.