Case Study: Global Manufacturing Company

The Challenge

This global company required extended IT support to ensure smooth operations across their sites in the UK, North America, Europe, and South Asia. With their primary IT team based in North America, they needed reliable onsite support in the UK, alongside remote support for international users, to complement their in-house capabilities. Their requirements included:

• Effective onsite support for users in the UK and remote support across Europe, North America, and South Asia.
• Assistance with their hybrid Exchange/365 solution to enhance cross-regional collaboration.
• Prompt, flexible support to handle diverse technical issues, minimising disruptions for all users.

To address these needs, the company sought a partner to support their North America-based IT team, augmenting their internal capabilities with additional resources and expertise across regions.

The Solution

Working closely with the company’s North America-based IT team, ITCS Global provided a structured support model that delivered consistent service to their UK users and international teams.

1. Collaborative IT Support Model
   ITCS Global provided onsite IT support for UK users, enhancing the company’s overall support structure. Our remote support covered users across Europe, North America, and South Asia, allowing the primary IT team to focus on broader strategies while we handled immediate support requests and troubleshooting.
   
   
2. Hybrid Exchange/365 Assistance
   Our team collaborated with the North America-based IT staff to streamline the hybrid Exchange/365 solution for approximately 100 users, ensuring optimal performance across regions. This joint effort enabled seamless communication, including email and file-sharing capabilities, vital to the company’s cross-border projects.
   
   
3. Responsive Support for Minimising Downtime
   ITCS Global’s quick response times provided the support team with added bandwidth to address technical issues without delay. We supported troubleshooting and resolutions for various issues, ensuring minimal disruption to daily operations and helping the IT team meet their performance goals.
   
   
4. Enhancing Communication and Collaboration Tools
   In collaboration with the IT team, we fine-tuned Microsoft 365 services, including Teams, to support real-time communication and teamwork across borders. This setup facilitated project coordination, allowing users to work efficiently and communicate effectively across multiple regions.
   
   
5. Scalable Support for Future Growth
   As the company continues to expand globally, ITCS Global’s flexible support structure provides the additional resources they need to scale operations without burdening the in-house IT team. We remain available for ongoing support, adjustments, and consultation as the company’s IT demands grow.

The Results

• Increased Operational Efficiency with Coordinated Support
  With ITCS Global’s assistance, the North America-based IT team could focus on strategic objectives while we managed immediate support needs, resulting in improved productivity across regions.
  
  
• Improved Cross-Regional Communication and Collaboration
  The joint effort in optimizing Microsoft 365 tools streamlined communication among users in the UK and internationally, fostering better alignment and collaboration.
  
  
• Tailored, Flexible Support Aligned with IT Team Goals
  Our support model was designed to align with the in-house IT team’s priorities, offering scalability to adapt to the company’s growth and evolving requirements.
  
  

Client Testimonial

“Partnering with ITCS Global has provided invaluable support to our IT team. Their fast, reliable onsite and remote support allows us to focus on broader initiatives, knowing that day-to-day IT needs are handled professionally across regions. ITCS Global has proven to be a dependable partner that complements our team perfectly.”
– IT Manager

Conclusion

By working in close coordination with the North America-based IT team, ITCS Global has provided this global company with effective and flexible support across regions. Our structured onsite and remote assistance, combined with collaboration on their hybrid Exchange/365 solution, has strengthened their operational resilience and improved cross-regional communication. As a trusted extension of their IT team, ITCS Global continues to support their growth, helping them stay productive, agile, and secure in a global environment.