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
