The Issue
In 2001 Motorola implemented a significant change in the way the company was to design, operate and support its Information Technology Infrastructure. The objective was to create a new organization that was positioned to quickly deliver results; to bring together systems, services and capabilities; and to focus on driving efficiencies and streamlining services. One initiative involved consolidating several of Motorola's helpdesk and desktop operations and identifying a single supplier to support users under one umbrella.
The Solution
ABS was selected as a partner in the consolidation effort and assimilated existing staff and resources where appropriate. Both organizations worked closely together to achieve a smooth transition that would be transparent to users. Along with the Motorola management team, ABS began assessing and combining different processes and procedures, defining metrics, and recommending work flow and call routing improvements. In a large number of sites, ABS agents, engineers, and technicians provided one-call service from helpdesk to on-site problem resolution.
The Result
Therefore, Motorola had a single operation that supported North America from three locations. These sites served approximately 45,000 users. ABS and Motorola implemented more uniform procedures for all locations to ensure operations were running smoothly and costs were managed effectively. Both organizations met weekly to review service levels and performance. Additionally, an in-depth analysis of trends, variances, and root causes were regularly presented along with recommended improvements. As a result, modifying processes was simplified, and changes were made in a faster and all-encompassing manner.
With consolidation, Motorola realized significant across-the-board savings and the opportunity to concentrate more fully on critical business goals and strategies..
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