Case Study - Hitachi Consulting
Company Info
Hitachi Consulting is the global business and IT consulting company of Hitachi Ltd., and a recognized leader with deep industry, business, and technology experience. From business strategy development through application deployment, they are committed to helping clients quickly realize measurable business value and achieve sustainable ROI. Hitachi Consulting offers the agility of a smaller firm, the stability of larger firms, and the innovation that comes with being part of Hitachi.
Case Study
Improved Performance and Services
Problem: Hitachi Consulting utilizes a large team of field consultants whose work is critical to the company’s success. When consultants experience laptop issues, it decreases the company’s ability to operate at peak efficiency. Hitachi Consulting was using a service vendor that was too slow to respond, so the company sought a provider who could better fulfill its needs.
Solution: PAI provided the demand responsiveness and speedy turnaround the company required, quickly allowing field consultants to resume their responsibilities and helping Hitachi Consulting to function at full capacity.
Improved Management
Problem: Hitachi Consulting Consulting wanted to build and manage an in-house service desk, but found it would be too expensive to build, and too cumbersome to maintain.
Solution: PAI provided a service desk that fit Hitachi Consulting’s budget while meeting its high support standards, freeing the company from the burden of building and managing its own desk.
Scalability & Flexibility
Problem: Hitachi Consulting was growing rapidly, and required a support service provider that would quickly adapt to its changing needs.
Solution: PAI took over increased responsibilities as the company expanded, expertly handling matters such as network account administration, employment processing, and specialized laptop support. This allowed Hitachi Consulting to keep its internal staffing to a minimum while the company was tripling in size.
Reduce & Control Costs
Problem: As Hitachi Consulting expanded quickly, the company was concerned about escalating expenses, particularly in the services area.
Solution: PAI designed and delivered an efficient and responsive service desk solution that achieved a 90% first-call resolution at the least expensive service tier, with an overall resolution rate of 98%. As a result, Hitachi was able to keep its internal IT staffing the same, while the company grew from 485 employees to nearly 1500.
Risk Management
Problem: Hitachi Consulting requires excellent support for its field consultants, and the company needed a vendor it could rely on to deliver consistent, quality service.
Solution: Hitachi Consulting trusted PAI to provide the reliable, flexible, state-of-the art technology care necessary to keep the company’s field consultants operating at peak efficiency. As a business partner with Hitachi Consulting, PAI has a vested interest in continually enhancing its service to the company, and works with Hitachi to creatively solve problems.
More Profitable Use of Internal Resources
Problem: Building the ideal IT infrastructure was a top priority for Hitachi Consulting as the company didn’t want its staff mired with the responsibility of providing day-to-day support. Hitachi Consulting sought a vendor that was proficient in handling such tasks.
Solution: PAI’s full-service approach made it a perfect fit for Hitachi Consulting. PAI provided quality network administration, laptop provisioning, and other IT-related services, and achieved a 98% ticket resolution rate. By allowing the company’s staff to stay focused on its primary objectives, and relieving the service desk operational burden from the company, PAI allowed Hitachi Consulting to fulfill its goal.
Access to World Class Expertise
Problem: With a revenue stream that’s tied directly to its use of business technology, Hitachi Consulting required a service provider that would deliver superb support, and allow the company to function at its maximum capacity.
Solution: PAI’s combined 75 years of management experience in the help desk and call center industry and its ability to develop tools and processes to consistently manage even the most complex requests gave Hitachi exactly what it needed. In achieving a 98% ticket resolution rate, PAI delivered exemplary service, and drew rave reviews from Hitachi Consulting employees.
Hitachi Consulting
www.hitachiconsulting.com
2001 Bryan Street, Suite 3600
Dallas, TX 75201