Global IT Support

The Challenge

Our client operates around the globe and manufactures its products in the USA, Germany, Belgian and other places throughout the world. Maintaining consistent network support across all its manufacturing locations was becoming increasingly challenging.

Our client found that although one OEM provided network support, the support received in each location was very different. Troubleshooting across multiple sites was difficult. The client’s team found that the OEM technical engineers supporting one facility often struggled to coordinate with the engineers that supported another location.

Inconsistent support and communication breakdowns led to increased downtime and drove Our client to seek out an alternative provider, one that could support its global network, meet stringent technical requirements, and reduce the overall cost of support.

The Solution

To begin, Gentium Tech International’s experts thoroughly reviewed Clients’ performance requirements and completed a comprehensive assessment of current equipment, entitlements, and contracts.

Based on the assessment results, we created a customized support level agreement that supplies consistent, coordinated support across all our client’s global manufacturing facilities.

The Results

As a result of its work with Gentium, our client has achieved consistent and comprehensive network coverage.

The support provided by Gentium is an upgrade in technical assistance from the OEM contract, meets or exceeds the performance requirements of the network, and reduces the overall cost of network maintenance support by 60%.

Because Gentium manages all support under one contract, the company relies on a single point of contact for all support needs. Coordination and continuity have increased case performance and significantly decreased downtime.