Milestone’s client is a global transportation network company with over 30,000 employees located in over 50 countries around the world that generate over 750,000 support tickets annually. Since its founding, the client has grown at a rapid pace. Scalability was a top priority for the client, but as it grew, IT requests for end-user support surged beyond the capacity to handle them internally.

Milestone Approach

To mitigate the increasing demand for IT support, Milestone initially provided Staff Augmentation resources to supplement the clients’ existing IT Service Desk. This approach was a viable solution for much of the client’s boots-on-the-ground work. However, the Service Owner required more support to manage the increasing number of resources and additional capabilities and expertise to scale rapidly. As a result, Milestone recommended the client transition to a Managed Services model to achieve economies of scale, more comprehensive management, and more robust reporting. Milestone worked with the client to design a global service delivery model that met its needs.

Results

Milestone successfully implemented a Managed Services solution for the client’s Service Desk and manages all of the client’s global Tier 1 Service Desk technicians. Worldwide, Milestone’s team of 100 plus Tier 1 technicians allows the client to operate under a reduced internal staffing model, which accelerates growth and scalability while saving money. In addition to providing robust personnel support, Milestone’s Service Desk leverages analytics capabilities to enable data-driven improvements to internal IT service delivery. The resulting decrease in time-to-resolution has allowed the client to maintain its focus on core competencies and business objectives. Milestone services have subsequently expanded to incorporate Tier 2 service desk, asset management and AV support.

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This global enterprise software company has over 10,000 end-users worldwide and maintains over 1,000 conference rooms across all their campuses. They wanted a high-touch delivery model for audio-visual and event support services at all their campuses around the world.

Milestone Approach

Milestone deployed a dedicated team of 17 AV specialists and established a program of aggressive preemptive facilities reviews, break-fix services, and event support. The preemptive ‘sweeps’ were extremely important. They allowed Milestone technicians to proactively verify all conference room hardware and software was in perfect working order. When they found a problem, they would immediately begin the repair process, often even before any users reported a problem with the system.

Results

Milestone identified six situations requiring IT support for every one reported by a customer user. Milestone has achieved a 100% ‘very satisfied’ CSAT rating. In 2019, the client recognized Milestone as a ‘most valued team’ for service delivery, and award all teams (internal and contractors), across the entire organization are eligible to win.

By the Numbers

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