Client Overview
A US-based nonprofit private foundation headquartered in New York provides grants or loans that build knowledge and strengthen organizations and networks. The foundation makes grants through its headquarters and 10 international field offices.
Business Challenges Faced by the Client
- Decentralized services desk operating in 11 countries
- Standardizing the IT support and process for all end-users
- The lack of toolsets to monitor and measure service desk operations
- Partner with a suitable vendor who can align with the clients IT roadmap and be technically competent
- Monitoring the data centers with the highest security
- The need for a 24/7 service desk and data center monitoring support
- Increase end-user satisfaction
- There was inconsistency in the quality of service delivery and processes
- The lack of flexibility and accountability
Clients Requirements
The client's main object was to collaborate with an experienced IT service provider who can accelerate innovation to meet their end-user customer satisfaction. The other key requirement is to measure and report metrics around infrastructure & application availability for business, CSAT, and provide continual service improvements.
Engagement Model & Team Size
Mindtree’s Managed Services approach enabled us to deliver a measurable quality of services through our proprietary Service Delivery Platform, reducing dependencies and increasing customer satisfaction. It’s a hybrid support model. While the offshore team supports 24/7, the onsite team, based out of the customer location, provides services during business hours.
Value Delivered
Mindtree has become a trusted technology partner. Assumes accountability and provides the flexibility to meet the business needs. The partnership exceeds end-user satisfaction by striving towards consistency and continual service improvements.
