8/3/2019 Case Study: Global IT & Telecomms Company

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Global IT and Telecomms Company

THE CHALLENGE

CASE STUDY

SOLUTIONS DELIVERED

The Apex London Wall Hotel was recently

converted from an oce building into a four-star

hotel with top class amenities. The hotel is

conveniently situated in the heart of the

nancial business district and is close to many of

Londons popular attractions.

The luxury hotel features nine oors and 89

spacious guest rooms, all oering

state-of-the-art technical facilities.

The hotel has a stylish restaurant and bar, a

private dining room and provides a

well-equipped tness centre.

ISG technology provided the Customer with a

complete Help Desk service, based in its

European Support Centre (ESC) in Soa, Bulgaria,

with 3rd level support being provided by ISG

technology in the UK. Service is being provided to

circa 500 UK customers.

ISG technology secured additional oce space inits Soa facility to create a dedicated area for the

new team. Hardware and Software was procured

locally and from the UK and direct

communication links and application interfaces

were quickly established. Working to detailed

job and people specications a new Help Desk

team was recruited over a three month period.

A training program was agreed with the

Customer to ensure that the new team had a

thorough understanding of the CallManagement System, the products that they

were supporting and agreed methods for

communicating with end user customers.

ISG technologys service was a major change to

the Customers existing UK based operation.

The Customer was pleased with the success of

the project, particularly with ISG technologys

detailed planning, preparation,

the smooth transition and handover of the

Service. All the expected benets of themigration have been realised or exceeded.

The Customer required an outsourced Help Desk

service that would reduce their existing costs,

whilst improving service quality to its end user

customers and freeing up local operational and

senior management.

ISG technology worked collaboratively with the

Customer over four months to provide a

seamless and no-impact transition. A

dedicated multi-discipline Transition team,

comprising both ISG technology and Customeremployees worked to anticipate and eliminate

any potential issues.

The challenge for ISG technology was to nd a

cost eective solution that could be

implemented rapidly in a controlled and

ecient way. ISG technology needed to provide

premises, IT equipment, application interfaces,

communications and a new 20 person team

within a four month period prior to the Go Live

date. ISG technology is proud that all timescales

were met and the Help Desk was staed with an

outstanding group of eager and motivated

employees.

IT and Telecommunications Company

Whilst we always had every condence inISG technologys ability - We areextremely pleased with the seamlesstransfer of service which clearly shows thebenets of the team approach anddetailed migration plan.

IT and Telecommunications Company

It is also extremely encouraging that weare already examining areas wherefurther service improvements can beprovided to our Customers, so early aertransition whilst already receiving goodcustomer feedback.