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Casos de Exito
Casos de Exito | Casos de éxito |
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IBM/PWC The problem. IBM had a very attractive business opportunity and was competing against the other two major PC providers. IBM promised they would be able to deploy 2,400 configured PCs the following Monday The challenge. DISC designed, implemented and QA´d, a complete process, infrastructure and resources to execute, with to the minute precision, in-bound logistics, unpacking, image load, product ID, re-packaging, and out-bound logistics The result. DISC delivered 2,400 PC accurately configured. IBM won the deal and final customer was delighted with no down time C&A (Apparel Store Chain) The problem. A POS system had to be rolled out to meet new fiscal requirements, on a due date, after which, all stores would be shut down until the new version was ready The challenge. New release was being developed and delivered during the last week prior to due date. DISC obtained the knowledge and transferred it to each one of the teams at all locations nationwide. DISC personnel travel to locations while last version became available, coordinating version release, QA, and implementation, on the fly The result. All stores opened the following Monday, meeting new requirements, with new POS system fully tested and operational at each location. All within one week
 Celestica The problem. Previous support outsource provider was unable to meet SLA and permanently had a large ticket backlog. The challenge. Take over the support contract keeping ticket backlog steady for the first month (allowed to increase) but eliminate by the third month. Meet SLA The Results. SLA was met according to contract. Ticket backlog was completely eliminated before the end of the second month. Evolution. Customer has been transferring additional scope to DISC and currently expanding from local support to regional, and international Solectron The problem. User support at Austin site (8,500 users) was being delivered by direct employees at a substantially higher cost than at Guadalajara site The challenge. DISC helped local IT officers build trust about Guadalajara team capability for taking over support, and convince users to receive support from a centralized location The result. Reduction to one third of the original cost. Customer satisfaction index above 98% with 100% response to CSI surveys (phone interview) Evolution. Creation of Americas Call Center. Support of Data Center. Implementation of BigFix for 30,000 PCs at 50 locations in 28 countries |
