ComputerLand UK

Monday, December 01, 2008

Case studies

Business philosophy

-AAH Pharmaceuticals

-Manchester City Council


Client	Heinz - a global US food company with a portfolio of market-leading brands and several European manufacturing sites.

Issue	Heinz’s IT team faced the challenge of managing, deploying and supporting a major, multi-year, technology implementation while ensuring that the level of support provided to users of their existing systems didn’t suffer.

Solution	ComputerLand created a flexible support service that scaled as the demands of the project dictated. “We spoke to several potential service providers but no one else was as flexible and willing to help as ComputerLand,” says Jackie Feery, Performance Manager, Heinz. The managed service provides first tier support to PC users in the UK, Ireland and Spain with any complex issues escalated to one of several specialist support teams within Heinz. As part of the service ComputerLand regularly survey user satisfaction to ensure that a consistently high level of service is maintained. Following the successful commencement of this service Heinz asked ComputerLand to extend support to its PC users in the Netherlands, Belgium, Sweden and Germany , recruiting a multi-lingual support team to operate alongside the existing team.

Result	“Our service expectation has been exceeded: the quality of the staff is excellent and the service to our customers has improved,” explains Jackie Feery. “One of the joys of working with ComputerLand is the way in which the relationship has developed and the ComputerLand support team has become very much a part of the Heinz team.”