PRAS Consulting offers, for six years, the best IT support
GLOBAL REMOTE SERVICES
Global Remote Services(GRS) needed an IT service provider to take responsibility for the maintenance of the servers and computers and to offer consultancy and various solutions customized to the needs of the company. PRAS Consulting accepted the challenge and, after six years, the collaboration still brings satisfaction for both parties.
Client
Global Remote Services is one of the leading full service providers on the independent call center market in Romania. The company, established in 2004, offers a wide range of Customer Service solutions and is one of the oldest companies of its kind in Romania.
Project
Global Remote Services chose PRAS Consulting for an IT support contract that covers:
- IT services outsourcing Level 1 (helpdesk) and Level 2 (network / servers administration);
- consultancy for IT projects implementation;
- training for users.
- consultancy for the IT infrastructure integration between Global Remote Services and its clients.
Further, GRS needed a hardware and software call center solution and PRAS recommended a specialized company for the implementation of that solution. PRAS also participated in the implementation and the customization of the call center system.
From the beginning of the cooperation up to now, the IT support provided by PRAS Consulting has taken different forms: from the infrastructure development (based initially on 15 computers and now reaching 150), to interventions for unexpected problems and even to the full-time allocation of an IT specialist to solve any problem and to maintain the relation with the GRS' clients on IT issues and with the IT related services providers (telephone, Internet, VOIP).
Challenges
Among the challenges of this project were: the need for fast service that does not interfere with the employees' activity, the support provided under the agreed SLA 24 x 7 x 365, but also the management of the IT budget.
Further, there was a need to interconnect the GRS network with the heterogeneous networks of the call center's clients and also with different telephony and Internet providers. Also, using various technologies (Software, Networking, VOIP), the PRAS team found solutions for different complex technical requirements.
Technologies
- MS Windows Server
- MS Windows XP, Windows 7
- MS Office 2003, 2007
- MS SharePoint
- MS Exchange 2010
- MS ISA Server
- Mediatel Call Center infrastructure
- MS SQL Server
- CISCO Routers
- Linux Servers
Deliverables and methods
- Permanent onsite helpdesk support (Level 1)
- Remote support Level 2
- Quick response time for any incident or IT requirement
- IT audit reports
- Monthly activity reports
- Network documentation
- Projects of interconnection with the infrastructure of the call center's clients
Results
One of the benefits of the collaboration between PRAS Consulting and Global Remote Services is best illustrated by the high degree of satisfaction of the client. GRS now has a modern infrastructure that covers its needs and is easily interconnected with its customers' networks.
Further, any IT problem is solved in the shortest time and there can be noticed a constant development of the client's business based explicitly on the IT infrastructure.
