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Equipment and Tool Rental Company Turns to ePlus Service Desk for End-User Support

The integrated solution streamlines technical support for 18,000 users across North America along with managed network and voice infrastructure services for 800+ sites.

Equipment and Tool Rental Company Turns to ePlus Service Desk for End-User Support
Business Challenges

Business Challenges

  • The company sought to switch to a hybrid, high-touch remote help desk model that offered improved customer service along with zero impact on users during the transition
  • The organization required a solution that could leverage ServiceNow for ticketing to simplify IT operations and integrate with other platforms and offerings (including proactive monitoring and management as well as IT deployment services) to support its 800+ store locations
Why ePlus

Why ePlus?

  • Ability to understand the customer’s requirements, structure, and desired business outcomes and carefully craft a solution and delivery model to address those specific needs
  • Existing trust developed through prior Professional Services engagements for new store technology rollouts
  • Subject matter expertise to make recommendations and act as an extension of the customer’s internal IT organization
  • 100% U.S.-based resources and facilities
Solution

Solution

ePlus Service Desk
  • 24/7/365 support, handling 10,000+ tickets/month
  • Hybrid support model of remote and on-site analysts
  • ServiceNow implementation and integration

Managed Services - Managed network and voice infrastructure for 800+ sites supplemented with onsite Level 1 Network Engineer and Services Coordinator staffing placements

Business Outcomes

Business Outcomes

  • Improved overall IT operations and better customer service to end users with faster issue resolution
  • Dedicated resources to provide secure Level 1 and 2 technical support, extending the reach of the company’s internal IT organization
  • Consultative conduit into ePlus with access to the full talent bench of engineers and specialized knowledge across many IT disciplines
  • ServiceNow installed and integrated with ePlus Service Desk, Managed Services, and On-Demand Services, providing full ticket visibility and shared data between the customer and ePlus for enhanced efficiency and continuous improvement

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