Helping one of the world´s largest foundations

One of the largest philanthropic foundations in the world contacted us to request a managed services solution.

The organization that currently protects a fund of more than 14 billion dollars, focused on social welfare, has its headquarters in New York, United States, and offices in Africa and Mexico. Although these locations had IT staff, they wanted to hire an additional service in this area.

One of the main challenges was the need to improve their local support services since the providers they had dealt with before had not been able to provide them with the quality and service they were looking for.

After meeting with them to find out the pain points, we were able to propose a 24×7 on-site and remote support service, through visits and meetings. This would be based on service agreements or SLAs, including on-site resources and support from our advanced support center, with escalation levels up to expert level.

Result:
After more than 1 year of providing services, it was possible to increase the levels of satisfaction and compliance with metrics above 90%.
It makes us happy to be able to surpass the client’s objectives and help ensure that their operation is always run with satisfied users.

Written by: Arturo Prado