INDUSTRY · NATIONAL

End user services for an industrial group

Structured, scalable and nationally distributed IT support.

2.000+

Dispositivi gestiti

150

Sedi operative

16h

Copertura giornaliera

100%

Copertura nazionale

THE CONTEXT

The Italian headquarters of an international industrial group managed a large number of users and devices distributed across the country. The widespread nature of the sites and the variety of devices made it complex to handle IT requests and resolve incidents in a timely manner.

THE NEED

What the client needed

Centrally manage incidents and requests
Provide effective support across a large number of devices
Comprehensively cover all sites nationwide
Integrate remote support with on-site interventions
Ensure extended and continuous service levels

OUR APPROACH

How we worked

We designed a scalable and distributed end user support model, capable of combining operational efficiency with territorial proximity. The approach involved centralised coordination alongside widespread operational presence, to ensure rapid response times and service continuity.

THE SOLUTION

The project included

Centralised management of incidents and requests via ticketing platform
Continuous remote monitoring with specialist staff
Network of field technicians distributed nationally for on-site interventions
Integration between remote support and on-site activities
Service coverage with extended SLA (16 hours)

We transformed end user support management into an organised, scalable service capable of responding rapidly to operational needs across the entire country.

THE RESULTS

Results achieved

Reduced incident resolution times
Greater operational continuity for users
Effective coverage even in the most peripheral sites
Improved coordination between remote and on-site interventions
Increased perceived quality of IT service

Want to become our next case study?

Tell us about your infrastructure. Together we will assess how we can support you.