Outsourcing of the customer's own service desk

The goal of the project was a structured transfer of all activities of the internal customer IT hotline and the IMAC service to the central service desk and onsite support of elpix ag.

The difficulty was the short term implementation of the project within 4 weeks. Processes and methods needed to be conceptualized in order to be able to handle the existing processes in the future via the service desk and the ticket system of elpix ag. The existing know-how needed to be shared with the staff of elpix ag in workshops and an initial knowledge database had to be built up. Furthermore, the infrastructure of elpix ag needed to be expanded in order to be able to approx. 700 additional tickets per month.

After the successful outsourcing project, elpix ag concluded a service contract with the customer. Since May 2013, one elpix ag employee has been working full-time at the customer's site and three other employees are working remotely at the service desk.

The customer was able to achieve high savings through outsourcing. Due to the high professional qualification of the personnel the customer satisfaction could be additionally increased.

  • Implementation 02/2013 - 05/2013 (outsourcing)
  • Term contract (Service Desk & Onsite Support)
  • Conception of processes and methods
  • Setting up workshops to hand over the tasks
  • Setting up a suitable reporting system for the customer
  • Definition of Service Level Agreements
  • Determination of suitable KPI's
  • 1st and 2nd level support for 6,500 users
  • Activity both remotely and on the customer's site