Our customer is a global Fortune 500 CPG company with presence spanning 180 plus countries, with over 37,000 employees.

Our customer had been managing their global infrastructure with internal resources and local contractors. However, they was concerned with the quality and responsiveness of services. Operational costs and end user satisfaction were also primary concerns.

ITC Infotech was brought in at this critical juncture to assuage this problem with the objective to enhance end-user experience and bring down operational costs of infrastructure management.

ITC Infotech took over the management of the customer’s entire global enterprise infrastructure with services ranging from application packaging to L2, L3 support from offshore for user management, servers and applications. This includes deployment services, server management, mail and messaging services.

Support services, were transitioned from onsite in 6 weeks with zero impact on end markets and this was achieved with a phenomenal down sizing of the team while retaining the same portfolio. Customer satisfaction ratings were improved to a recommendable extent.

Currently providing 24/7 remote managed support services covering 37,000 global users and 1,200 global servers across 180+ countries, internal and external mail and messaging system (Lotus Notes) reaching into blackberry, besides real-time online management of our customers corporate portal. SLA achievements have been consistently high.

• Reduced 12 percent of cost per user
• Customer satisfaction ratings increased from 3.62 to 4.09 on a scale of 5
• Facilitated service delivery in line with business objectives