Our client, Wipro, provides the global ingredients manufacturer with IT services across its 86 global locations in North America, Latin America (LATAM), Asia Pacific (APAC), and Europe, the Middle East and Africa (EMEA). Wipro turned to ESP to offer end user computing support to their customer, with the aim of creating a reliable, standardised and globally scalable workforce solution that would meet the company's business needs.
Our client’s challenge
Before Wipro and ESP were on board, they used to manage their IT services in-house. Their IT staff were highly skilled and experienced, but they found that in-house management was a costly option. It wanted to reduce costs and, at the same time, improve the end user experience. It decided to outsource its IT to Wipro, who then asked ESP to provide end user computing support. It was essential that we had to work closely with the incumbent staff to ensure their knowledge was successfully transferred and the effect on the end-user kept to a minimum
ESP’s bespoke IT solution
Working in coordination with Wipro, we provided integrated on-site support services that were flexible, tailored to their customer’s business needs and scalable across their global locations. We also delivered field services that enabled us to provide Installation, Move, Add, Change and Disposal (IMACD) services, and resolve incidents, problems, changes and queries at the end user's location.
Another great outcome
As this was the first time Wipro’s customer had outsourced their IT management, the project was very challenging initially. However, our team worked hard to listen to both parties, and implement the solutions they wanted. By having staff available at all global locations, we were able to provide our service at a local level, which has enabled us to reach the ‘business as usual’ stage sooner than anticipated. As a result of our bespoke services, we have received positive feedback from both companies, and are looking to further expand our business in the US with Wipro.
IT management is now cost-effective and scalable on a global level.