Help Desk and Support Consolidate Operations - IHS Support Solutions Project Summary

Consolidate Service Desks & Manage to Defined Service Levels

A prestigious, leading global investment banking, securities and investment management firm that provides a full complement of financial services worldwide. Its client base is substantial and diversified, including corporations, financial institutions, governments and high-net-worth individuals.

The management team of a newly formed technology support group for the firm’s investment banking division was challenged with integrating the service offerings of diverse support groups into a single unified service offering. The ultimate objective was to control spiraling costs, develop and meet service level requirements, eliminate staffing and recruiting headaches, and improve overall customer service and satisfaction.

There were key obstacles to surmount. They included aligning outsourced staff from different vendors within each group, getting all the vendors to agree to service level commitments (including performance-related financial incentives and penalties), creating a unified interface for support customers, integrating the different service offerings, and managing the different skill sets of the technical support staff.

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IHS Support Solutions’ insourced approach has highly satisfied our client. IHS’s ability to understand this client’s unique business needs and demands led to a custom, optimized support solution that met service level requirements at a fixed and justifiable cost and fell within budget. Benefits include

Transitioned service with no service disruption
Overcame initial reluctance to retain 100% of staff during transition, preserving all intellectual assets
Developed highly scalable and robust solution, now delivering exceptional service and support to more than 3,000 IT users
Decreased personnel identification, screening and recruiting time by 50%
Reduced training/ramp-up time by more than 40%
Established a service delivery model and a committed business partner to insure that services remain aligned with client needs

Evaluated alternatives and propose business-aligned solutions that would yield a service level-based implementation
Identified and implemented an aggressive and creative managed service solution to best meet the client’s needs.
Planned and executed support transition carefully to ensure consistent service quality with no loss of knowledge or intellectual assets.
Additionally, IHS elected to hire and manage all existing outsourced staff to establish a single service level agreement that was linked to financial incentives.
As IHS continues to work with this client, we take great care to make sure its support center analysts are the best candidates available and we are responsive to the client’s evolving needs.