Selection Service Desk cuts DB Schenker’s escalated issues by 70%
DB Schenker is a leading provider of international logistics services and has 15 branches throughout the UK. With 800 users across these 15 sites, the company was looking for an outsourcing partner to provide first line support to their staff. They needed a reliable support partner that could provide phone and email assistance for everyday issues along with engineer and remote access support for more complex problems. Selection was chosen to provide 24/7/365 support and has been working with DB Schenker for nine years now.
Support calls drop significantly
Stuart Brill is the ICT Service Delivery Manager at DB Schenker and said that the reasons Selection was initially chosen to provide support and has been awarded ongoing contracts ever since is the cost-effectiveness combined with the UK-wide network of engineers that deliver a fast service to resolve issues. He said “We can depend on Selection to resolve the issues that we don’t have the time or resource at a remote branch location to deal with.”
For example, in just one month in January 2012 the Selection Service Desk took 1,220 calls from DB Schenker staff and 70% of them were resolved without needing to be escalated to the in-house teams. DB Schenker’s second and third line teams then have more time to concentrate on infrastructure and business application type issues and requests.
Quick response times
The fast response to issues is another reason why DB Schenker has worked with Selection for so long. Stuart said “Selection is very responsive and is not only meeting but exceeding SLAs we have in place.” There are three separate SLAs in place for different service elements and they are being met and exceeded in all cases.
The service delivery that Selection is achieving is:
- Call back SLA within 30 minutes – 100%
- Priority 2 issues (overall fix) – 94%
- Priority 3 issues SLA within 3 working days – 98%
Stuart finds his relationships with Account Manager, Hayley Mullins, and the Service Desk Team Leader, Richard Kingston to be very good as well. He said: “They are both very approachable and accommodating and I talk to or see them every month.”
When asked what he would say to other organisations thinking about outsourcing their support to Selection, Stuart concluded: “I would say that you should seriously consider them as an option, they are flexible, responsive and it means you don’t need to employ a whole team to work on day-to-day support issues.”
