A Shipping Management company needed Managed Services to help increase productivity and minimize user downtime. LDS Infotech has been providing efficient support managing complete IT services of the client.

Client Profile – The client is a leading Shipping Management company having its headquarters in Germany and providing wide range of Shipping Management Services such as crew management, operations and Technical management.

Situation – The client required support from a third-party IT services provider to manage its internal IT infrastructure setup. The original team struggled to deliver consistent service that met the needs of end users—the large network of users who would call any service related issues. The client’s human resources department was not equipped to properly determine the skill sets needed for the IT service management. Instead of allocating resources to the internal team, external support would enable the client to dedicate more time to its core competency.

Solution – LDS Infotech would deliver on-site/off site support services model for requests coming from the end users. We would support requests, including phone, voicemail and email through remote support as well as for onsite support. All requests would be seamlessly managed to ensure that the end user experiences timely, high-quality and consistent support. We would strive to resolve routine incidents during the first call and properly route those incidents requiring escalation in a timely manner. Our team would also provide specialized desktop or application product support and end-user coaching and guidance as needed.

Result – LDS successfully deployed onsite/offsite Support service model as per the client requirement and ensured seamless support to the client. Timely back-up and replacements were the key to efficient support. Service desk and help desk was managed with efficiency and timely services was provided to all users.