iSoftStone provided stable and professional help desk support for our client that allowed for better collaboration worldwide.

Situation
Our client is a global mobile communications providers with global corporate headquarters in London and operations in major markets around the world. It offers exciting consumer experiences through innovative and feature rich phones, accessories, content and applications.

Their IT department is primarily focused on internal operations, and was sacrificing resources for internal projects to satisfy increasing internal help desk support needs.  In addition to the challenge of redirecting resources, the client faced challenges maintaining its support due to a high turnover rate. Its recruitment and retention efforts were both time and cost intensive. In order to reduce the use of resources and overcome its support challenges, The client hired iSoftStone to offer local and professional help desk support.

Solution
iSoftStone began by reviewing the client’s operation platform and making required updates.  This platform, which is based on IBM WebSphere products, mainly serves global employees, and its internal business-to-business (B2B).  iSoftStone put together a team made up of professionals with expertise in IBM WebSphere and experience with help desk support. The iSoftStone team performed application development & maintenance services to ensure that the system would be secure, reliable, and efficient.

The iSoftStone team created daily operation policies, governance structure, and customized application configuration. Next, iSoftStone assembled a professional and knowledgeable team to provide 24/7 support for the client.

As a best practice, iSoftStone delivered weekly and monthly status reports which included suggestions for improving the system and managing the support needs.  In response, our client continually proposed new requirements leading iSoftStone to perform maintenance, technology upgrades, and add new modules to the system. When necessary, iSoftStone would do second-round development, which included application development based on specific software products chosen by our client.

Benefits
Working with iSoftStone to improve and manage a help desk system allowed the client to reduce the burden of managing support, which was not part of their core business operations. Our client was able to deliver better services to its internal staff worldwide because iSoftStone’s work helped to ensure the efficiency of a B2B platform. The system helps cut IT operational costs for the client, so the company could allocate more resources toward developing its core business offering – creating feature rich phones, accessories, content and applications for its global customers. As an additional benefit, the system provided a place for staff to freely communicate with each other and showcase their talents, which has created a more collaborative corporate culture. Our client has already witness how this improved collaboration has encouraged and motivated employees to deliver better performance.

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