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Transition to a hybrid model for technical support
Client challenge
In March 2020, as the COVID-19 crisis began to unfold, a leading manufacturer needed to move fast to turn its 4,000-employee workforce based in two regions into an all-remote team.
Complicating the move, the company’s IT organisation, including the IT service desk, also had to go remote.
The business was concerned the disruption might erode the quality of technical support — right when many of its employees would need to access that service the most.
The client was also hesitant to move to a fully managed service model because it was uncertain about future workload demands and wanted to have the flexibility to respond to changes when needed.
Our approach
Our recommendation was for the company to transition to a hybrid model for technical support.Our advice involved utilising Tier 1 technical support solution while also preserving much of the on-site, in-person service for desktop support that employees had come to appreciate.The approach would also offer the company the flexibility to respond to future business needs in an uncertain environment.
Value delivered
Adopting the hybrid model has helped position the manufacturer for future success. The company can provide state-of-the-art professional technical support services to its employees, no matter where they need to work. Now, the company has the flexibility to respond to changing demands amid ongoing uncertainty and a single point of accountability so running their technical support program is streamlined and seamless, including:
Delivering Tier 1 support to its remote employees through a responsive service centre solution, managed by an experienced provider.Continuing offering more advanced deskside support to workers, as needed, and with the same level of quality and responsiveness that they have come to expect.Potentially realising savings of nearly 30% by pivoting to a hybrid delivery model for technical support that offers more staffing flexibility and cost efficiency.
Outsource IT service delivery function
Client challenge
A nationwide investment and wealth management firm was looking to improve its IT service delivery to its internal clients through a local outsourced solution, including the provision of:
After hours Level 1 support Monday through Friday
24 hours per day Level 1 support weekends and holidays
Surge capacity for coverage of overflow and emergency situations
Smooth integration and handoff to their after-hours partner
Adherence to service levels for Average Speed to Answer, Abandonment Rate, and First Call Resolution
Our approach
Provided Level 1 shared help desk support, after hours (7:00 p.m. to 7:00 a.m.) and 24 hours per day weekends and holidays, leveraging the client’s ServiceNow tracking system
Delivered surge capacity help desk support to the firm to cover overflow and emergency situations
Provided metrics tracking and reporting (e.g., call volume, top 10 incidents, incident occurrence tracking over time, ticket open tracking, etc.)
Value delivered
Transitioned within a 30-day period with minimal disruption to the business community
Ability to rapidly scale to provide help desk coverage in support of overflow and emergency events
Consistently met or exceeded contractual service levels
Establish a program management office (PMO)
Client challenge
A global industrial conglomerate established a program management office (PMO) within their corporate organisation to manage projects that would impact multiple entities across their business.
With exploding demand for their services, the PMO was tasked with developing a creative solution to address their lack of skilled resources. There were strict limitations placed on the number of permanent employees that could be hired. However, their current internal recruiting process was too slow to meet the urgency, and the risks associated with co-employment needed mitigation.
Our approach
We deployed a Talent Delivery Manager who developed a customised strategic and targeted recruiting plan with key benchmarks, tailored to the clients’ specific cultural requirements.
We also deployed an Operations Delivery Manager to manage onboarding, provide coaching, and deliver reporting against key benchmarks.
Value delivered
Increased the availability of the client’s PMO leadership to focus on strategic initiatives and overall performance of the group.
Enabled the PMO to react eight times faster to service requests compared to using their internal team.
Decreased the training and on-boarding time by half for contract employees.
Remediation of CMMC compliance gaps
Client challenge
A technical professional services firm with international operations needed assistance with a security and privacy engagement.
Our client engaged with a federal government firm that required them to store and access federal data. Due to the federal department’s policies, the client needed to become compliant with Cybersecurity Maturity Model Certification (CMMC) and move any infrastructure and applications into the government-approved compliant areas. Protiviti provided a phase 0 assessment of the current, future and gap analysis for CMMC compliance. The client requested a proposal for remediation services based on the evaluation.
Our approach
We secured a two-year engagement to provide project management services with the flexibility of a scalable team, which the client will manage.
Our MTS Delivery Team found contractors with the required expertise in remediation of CMMC compliance gaps, which allowed the engagement team to start the project immediately.
Reasons selected
There were two proven differentiators that led to this win:
The strong, existing client relationship built through previous and current workstreams.
Subject matter expertise in partnership with global consulting and advisory firm Protiviti to provide guidance and advisory support, along with Protiviti’s expertise around CMMC compliance and remediation.
Development of secure iOS and Android versions of a mobile app
Client challenge
The research and development (R&D) team at a leading manufacturer of fireplaces, stoves, and inserts developed a prototype for a smartphone app to control gas fireplaces from anywhere inside or outside the home. The company wanted to be the first in the marketplace to offer this type of mobile app but did not have the specialised expertise in-house to make the app commercially viable.
Our approach
Our team created a tailored plan, using a blended solution from Protiviti and Robert Half, to develop secure iOS and Android versions of the mobile app and make it available to consumers who purchased gas fireplaces equipped with hardware that works with the software. Currently, the smartphone app works with two of the manufacturer’s gas fireplace product lines. However, the company plans to expand IoT connectivity across its other brands over time.
Value delivered
Deployed a cloud server application, in a highly available configuration, using a leading, on-demand cloud computing platform
Incorporated multifactor authentication into the mobile app’s software to assure the identity of end users during the registration process
Integrated weather information into the mobile app from a third-party provider to enhance the end user experience with real-world data
Enabled the mobile app to work with leading smart-home and voice-assisted technology
