Case Studies

Case Study 3

General Project Scope

A large ITO client headquartered in India required onsite resources for the provision of Desk side Service provision for their end client who are focused exclusively on the business of connecting producers and customers of chemicals, plastics, composites and environmental services.

The end client required onsite FTE’s for the provision of Desk side support services, the resources were required to have strong technical capabilities along with equally good soft skills for a large group of demanding end users.

KM Consult Services provided the resources with the right skills sets and appropriate skills, experience and language capabilities enabling us to exceed the client’s service expectations. We provided daily real-time updates with regards to ticket management and visibility to meet all SLA requirements, reporting on key metrics and management of end user escalations.

Results

Most importantly, for our client and their end client, they have maintained their ability to provide consistent EUS with a particular focus applied to the provision of Hardware / Software break fix and IMACD services.

KM Consult Services lowered our client’s cost structure for geographic service coverage while allowing our client to focus on their core business.
KM Consult Services provided a high level of customer experience ratings at a cost and service level agreement that has allowed the partnership between the three companies to flourish and has resulted in additional business for our client.

A client testimonial statement:

“The resources provided to us by KM Consult Services were excellent and consistently received glowing feedback from end users, the resources were flexible, came fully managed and quickly integrated into our environment and quite frankly surpassed our expectations.”