DB Schenker trust IDE Group with Service Desk support & save 70% on internal 3rd line engineer time
DB Schenker is a leading provider of international logistics services and has 15 branches throughout the UK. They support industry and trade with land transport, worldwide air and ocean freight, contract logistics and supply chain management.
With 800 users across these 15 sites, the company was looking for an outsourcing partner to provide first line support to their staff. They needed a reliable support partner that could provide phone and email assistance for everyday issues along with engineer and remote access support for more complex problems.
For example, in just one month in January 2012 the IDE Group Service Desk took 1,220 calls from DB Schenker staff and 70% of them were resolved without needing to be escalated to the in-house teams. DB Schenker’s second and third line teams then have more time to concentrate on infrastructure and business application type issues and requests.
The fast response to issues is another reason why DB Schenker has worked with IDE Group for so long.
There are three separate SLAs in place for different service elements and they are being met and exceeded in all cases.
The service delivery that IDE Group is achieving is:
• Call back SLA within 30 minutes – 100%
• Priority 2 issues (overall fix) – 94%
• Priority 3 issues SLA within 3 working days – 98%
Stuart finds his relationships with Account Manager, Hayley Mullins, and the Service Desk Team Leader, Richard Kingston to be very good as well. He said: “They are both very approachable and accommodating and I talk to or see them every month.”