IT Support for Global Food Manufacturer

The customer has increased operational efficiency through ESP's flexible global support

The Client

Trusted IT support for multinational company

ESP works closely with global system integrators (SI’s) to maximise the benefits they are looking for when delivering expertise to their own customers. With our comprehensive industry expertise and a global network of delivery centres, we provide service desk, field services, and direct workforce augmentation in over 160 countries.

One of our global SI partners was working with a global customer to transform their end-user estate and experience, which included over 90,000 PCs, 45,000 mobile devices across 550 locations around the world. The customer, who is a well-known food manufacturer, was founded more than 100 years ago and employs over 30,000 people worldwide, with a revenue of over $13 billion. Their products are sold in more than 180 countries.

IT Support Services

Onsite and field support services

With a trusted support partner at its core, the customer was looking for a reliable, standardised IT support solution to meet the needs of its end users across 32 countries. A fully managed IT support service is provided by ESP across all campuses in EMEA, with onsite teams on campus sites and a field engineering force covering the entire region.

We deliver a managed service solution in conjunction with the global SI’s 24/7 IT service desk. ESP’s onsite engineers manage the customer’s full lifecycle of end user compute devices including upgrades, refresh projects and imaging, through to the WEEE compliant disposal processes.

Incorporating our IT service transition framework into the process, we provide secondary resource cover for an overlapping interim period to provide peace of mind and a primary solution for dropouts.

As a result of this innovative safety net, the transition was disruption-free, and a large number of plaudits were received from the customer.

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BUSINESS BENEFITS

Increasing operational efficiency

Working closely with the global SI partner, ESP has enabled the end customer to increase their operational efficiency by providing flexible global support through a single supplier. We have standardised our services, meaning regardless of where the end user is located in the world, we provide the same high quality service anywhere.

Having a high level of support on a consistent basis, the customer can focus on their core business and ensure maximum uptime for their IT team. As a result of aligning ourselves with the customer's asset management and service management processes, we enhanced collaboration and strengthened our partnership.

Future collaboration

New projects

Our services have been so well received by our global SI partner and the customer that we have been asked to expand our services by undertaking multiple technical infrastructure refresh projects in the future.

Next steps

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