Beiersdorf Shared Services GmbH's goal was to establish a central service desk for all the Hamburg services. Uniform service provision with proximity to customers by establishing all services at the site in Hamburg and associated local presence was envisaged to optimise the existing service processes.
By increasing the level of automation in processing service requests, the intention being to process customer enquiries more quickly and allow for smoother IT operation. Cost reduction was another important goal.
The services of the previous service providers were taken over by Bechtle in phases, who identified room for optimisation and implemented step by step strategies. Bechtle offers all services from a single source. This includes a bilingual service desk, consisting of a user help desk and user administration (active directory & SAP), as well as on-site service, encompassing IMAC/R/D services (install, move, add, change, remove, dispose—i.e. all the everything needed for a workstation) as well as trouble-shooting.
Service management is located directly on the campus in Hamburg, which ensures that the desired customer proximity is achieved. Bechtle takes care of on-site task management (life cycle management, warehouse management and order processing) as well as software distribution and print server operation.
All service tickets are provided with defined service level agreements (SLAs), ensuring maximum transparency for BSS. Processes are based on the IT Infrastructure Library (ITIL) and are guided by Bechtle’s best practices.
Consolidating the existing services resulted in the creation of a central service desk which is directly attached to the service desk at the Beiersdorf Shared Services GmbH site. This ensures short distances in the event of queries and improved availability of service employees who are based directly on site. Thanks to defined processes and measurable performance, better scope of service, response time and prompt processing can be provided for Beiersdorf Shared Services GmbH, with an enhanced overview. This has resulted in a significant rise in user satisfaction.
Bechtle enables us to provide our customers with global IT support that’s available round the clock—whether by phone or in person at the Hamburg office. Our service desk is truly within reach.
Published on Sep 15, 2016.