| Solution
|
Having looked at other service providers, Experian chose to renew its managed
service contract with ComputerLand and increase its scope, to include the first
line service desk, as well as resolving all internal desktop and server
incidents.
ComputerLand provided Experian with a comprehensive support service for its
WinTel environment, encompassing first and second line support, deskside
assistance, MACs (Moves, Adds and Changes), server support and hardware
maintenance.
|
| Result |
"During
our first contract with ComputerLand, they rapidly increased the number of
calls resolved at first contact to over 80%. As well as improving our service
levels they also helped us to reduce the number of service desk incidents",
commented Barry Westbury, IT Operations Director, Experian. "As a matter of
good business practice, we were keen to validate the quality and value of
ComputerLand’s service and following a rigorous re-assessment of our needs we
were pleased to extend and increase our managed service agreement." |