Testimonials
OCS and SCC
Responsive IT support, simplified hardware procurement, and a scalable service desk model – SCC transforms IT operations for OCS globally.
The most impressive part of the partnership so far is, is that word actually: partnership. SCC provides a huge array of services but what’s impressed me is a willingness to want to understand the services that are really going to make a difference to us as OCS both in the IT function, in the technology function, but also to all of our colleagues who consume IT and maybe even some who don’t.
Justin Parsons
Group Technology Director at OCS
Challenge
OCS are a global facilities management company operating in UK, Europe, Asia Pacific and Middle East with over 130,000 colleagues and 8,000 customers. They deliver a range of services into both the private and public sector which focus on delivery enhanced services to their colleagues, customers and the communities they serve. They were facing two core IT challenges:
1. Service Desk Responsiveness: The existing service desk lacked the responsiveness and capability to keep users updated on their tickets and resolve issues efficiently.
2. Supplier Sprawl: OCS had a fragmented procurement process with multiple IT hardware suppliers, making management complex and inefficient
Solution
OCS selected SCC as its strategic IT partner to deliver enhanced IT support to users and to consolidate their IT hardware procurement processes under one organisation.
Service Desk
SCC provides OCS with a dedicated multi-lingual 1st and 2nd line service desk from our Service Centre in Iasi, Romania. The dedicated team of engineers handle 6,000 tickets per month, a number which is continuously growing as the SCC and OCS team work together to evolve the volume of activities. As part of the service, SCC deliver the core ITSM platform, providing change management, including onboarding and offboarding processes.
SCC were selected to provide this service, following a Iasi site visit with OCS where we demonstrated the capabilities of the team and how the service would work. Justin Parsons, Group Technology Director at OCS on the visit said “The capability really impressed me. The skill set of the individuals… the work rate, the work ethic, the collaboration, the want to work with us, the want to understand our business, the want to understand our challenges.”
End User Compute Supply
SCC became OCS’s primary hardware provider for laptops, mobile phones and IT peripherals such as keyboards and mice.
Outcome
The improved service desk support model delivered by SCC enables the 11,000 IT users across the globe to get back to operational productivity far quicker than previously possible. Justin said: “I had a challenge around the lack of responsiveness. That was the feedback I was getting from the business across the piece. I don’t have that challenge anymore. Our core KPIs around responsiveness, around closing tickets, fixing problems, fixing requests, laptops arriving with new starters. It is it’s very, very different now in terms of the number of escalations that ever arrive in my mailbox.”
Customer experience has risen with a customer satisfaction (CSAT) score of 92% after just four months of the service going live. The general perception of the service desk has greatly improved with the majority of user feedback focusing on the enhanced response rate and communication.
The new service desk also aligns to OCS’s business growth ambitions by giving them the scalability to ramp up services in line with business acquisitions. It allows them to quickly integrate disparate support services from acquired businesses with no operational downtime.
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