Exchange Management Services

Customer : One of the largest global media companies, with about 7000 users across the world. The business produces hundreds of hours of programming, viewed in 100 countries across 6 continents.

Customer need : 24 X 7 monitoring and management support for the critical Messaging infrastructure, with improved reporting vis-à-vis the business hour support being provided currently.

Our solution :

• Provided 24 X 7 Monitoring and Management offshore support

• Built an Integrated support model covering Help Desk and Messaging Server Management Services – warm transfer of all End-user Administration issues to the Server team.

• Improved Resolution at First call for end-users – improved resolution time and satisfaction

• Provided regular dashboards on all Availability and turn-around time metrics

Results :

• Financial savings in excess of 40% per annum

• esolution at First Call at the Help Desk improved by 20% - increasing end-user satisfaction.

• The GECIS–IT Services team delivered 96% yield on end-user administration TAT and increased server uptime to 99.8%

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