PROBLEM / CHALLENGE
The company completes 800 new Information and Communications Technology (ICT) installations and projects each year for customers throughout Australia and the Asia-Pacific region. They also manage communication, application, and infrastructure solutions for their customers. They have an offshore team in the Philippines to assist their onshore team in providing the IT support needed in the implementation of these services.
The client takes pride in being able to offer the best value for money, charging based on the value they offer, not on their costs. However, they found that their Philippine service delivery captive center was becoming increasingly unsustainable cost-wise. They were therefore looking for a cost-efficient solution that would help them grow at a lower operational cost while keeping their quality of service aligned with the company’s promise of providing:
- best in class customer service;
- secure managed platform with the network; and,
- reliable cloud services.
Further, with increased opportunities for the company’s cloud services beginning 2019 and especially during the Covid-19 pandemic, the client needed to expand their team to cope with and maintain their standards of service.
In the first phase of the partnership, Eastvantage seamlessly transitioned the client’s existing Philippine team composed of four Service Desk Analysts, a Service Desk Team Leader, a Service Delivery Manager, and a Level 3 Infrastructure Engineer from their captive setup to the Eastvantage office. Eastvantage took ownership of transition management, employee contracts, payroll, procuring assets, providing office space, IT support, and operations management.
Thereafter, Eastvantage was able to augment the team as required by the client for them to cope with the heightened demand for their solutions. The normally difficult-to-fill specialized roles were deployed and the team was successfully expanded by 400% on a staggered basis within an 18-month period. The scalable solution also includes assistance in facilitating the expatriation of the client’s team members upon request.
The team is currently composed of Service Desk Analysts, Managed Services Engineers, Network Engineers, Service Delivery Specialists, Unified Communications Engineers (Cisco and Microsoft technologies), and Service Assurance Coordinators. The team members provide uninterrupted service with a wide range of tasks including network management, incident management, implementations, improvements, compliance checks, and other IT service and support tasks.
The partnership with Eastvantage saves the client a minimum of 26.4% in annual operations cost, totaling USD900k over the past three years. The annual savings continues to increase as the team grows. Further, with the help of Eastvantage’s operational excellence, the client has received high recognition from technology partners like Dell and HP.
The continuous growth of the client’s business is a testament to the mutually beneficial relationship between the client and Eastvantage.