Brown Jordan International Selects ABS for Multiple Levels of IT Support
June 14, 2016 – Through its successful partnership with CDW, ABS recently added a new service desk client, Brown Jordan International (BJI). The company is comprised of seven operating divisions, which manufacture and distribute outdoor furniture to the mass market national accounts, specialty retail and contract markets as well as indoor furniture for the hospitality and lodging markets. Brown Jordan International selected ABS to be responsible for the overall IT Service Management for all of its end users on a 24 x 7 x 365 basis including not only Level 1 and 2 help desk support but also server and desktop management designed to mitigate risk and ensure that systems are running efficiently.
Key features of the service desk solution consist of incident and service request management as well as problem, change, knowledge, and configuration management via ABS’s ITIL V3 verified ITSM platform, ABS Service Manager. In addition to live support for all IT related issues, Brown Jordan employees will have access to ABS’s online service catalog via the end user portal. From this catalog, users can submit a service request or an incident by selecting the appropriate icon which includes intuitive forms, a searchable knowledgebase, and the ability to view the status or previously reported requests and/or incidents. This intuitive service catalog is designed to promote self-service thus reducing IT operational costs by minimizing technical issues that require the troubleshooting expertise of ABS’s US based support professionals. For more complex issues beyond Level 1, ABS is also delivering Remote Level 2 support. Technicians with the appropriate in-depth knowledge of Brown Jordan’s environment can remote into the end user’s computer and resolve all incidents that can be done so remotely no matter how time-consuming. This process frees up the Level 1 team to manage a high volume of contacts with a rapid speed of answer and maintain high customer satisfaction scores.
Upon request, ABS also delivered add-on modules post-implementation such as asset management and custom form development to streamline and automate the task distribution for BJI’s Human Resources processes within ABS Service Manager. For asset management, ABS created a template with field and format requirements for the initial import of all asset data and enabled BJI’s ongoing management of those assets. The custom HR forms include relevant employee data as well as new account and provisioning (hardware, software, telephony, etc.) requirements as well as workflow distribution and approvals in order to ensure timely resource allocation for recently on-boarded BJI staff.
When BJI approached ABS for a server and desktop management solution, ABS responded with a proactive, monthly system maintenance plan. As a result, ABS’s certified, industry experienced network engineers review, approve, install, and manage Microsoft Windows system updates and perform anti-virus as well as anti-malware administration on a monthly basis. The ABS engineers review monthly patch management compliance reports and present the findings to BJI’s IT manager before performing remediation where necessary.
ABS’s CEO Rosemarie Mitchell is appreciative of its strategic alliance with CDW and the opportunity to offer complementary services to its clients. “We are especially pleased to combine efforts and positively impact Brown Jordan’s IT organization in every way possible.”
About Brown Jordan
Since 1945, Brown Jordan has designed iconic lifestyle furnishings that defined and transformed an industry. Established by Robert Brown and Hubert Jordan in Pasadena, California, Brown Jordan was the first company to create furniture for full-time outdoor use. The first of these innovative designs, constructed of tubular aluminum and vinyl lace, was fittingly called “Leisure” and marked the birthplace of outdoor furniture. Known for producing stylish, award-winning designs, Brown Jordan has built a reputation on 71 years as the industry leader in innovation and design integrity. The Brown Jordan portfolio features over 30 collections in a range of styles and materials. Distinctive silhouettes are hand and machine crafted into high-quality furnishings that enhance traditional, transitional and contemporary environments. Brown Jordan collections are designed for residential and contract settings, both indoors and out. For more information, check out their website at www.bji.com.