PROJECT
IT Service Center in Latin America
Offering of IT Services relevant to our business profile
PROBLEM
Our core business being reselling enterprise systems in the Latam area, we were lacking a structure to support our customers, apart from sales persons
Our customers often depended on one contact, who might not always be available
DATES
From Dec 2017
Till June 2018
SOLUTION
Creation of an IT Service Center in Latin America 24/7
Design of IT services to add value to our core offer
Creation of a Center of Excellence (COE) in IT Services
HOW THE PROJECT WAS DONE
Market analysis on the area – product fit
Analysis on optimal country to launch a Service Center based on labout costs, legislation, specialist availability…
Presentation of the business plan for adding the project to the annual budget
Hiring of a team of IT specialist
Setting the Service struture itself (escalations, knowledge, trainings)
RESULT
Our clients requests were managed in our ticketing system
Requests could be escalated to a team of senior specialists in other part of the world
A bundle of IT Services around our products was created, including implementation, support, monitoring, enlarging our assortment and generating a revenue of 70K USD in 2019