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Project Type:
Onsite and In-house support

Outcome:
Attending approximately 100+ calls per month, achieving an average of 99% next day fix SLA

 

Challenge

Capita had won a contract for one of UK's largest builders merchants and required additional support to ensure they can achieve the agreed upon SLA. They required a partner who they could trust and that would take full ownership of printer repairs.

Approach

PKS provided Capita with a full IT service desk solution, from customer triage support to service desk support. PKS also teamed up with two Northern partners enabling all calls to be attended on a next day service. Gold stock of printers were repaired and located around the UK so engineers could swap printers onsite so customer down time cut to a minimum.

Results

We delivered a fully managed service that provided full coverage across Capita’s UK locations, through a single service provider. This involved setting tailored service level agreements (SLAs) based on Capita’s business criteria, and ensuring that processes were consistent across all sites.

Ultimately, we improved the end user experience and assisted IT enablement through our services and processes. Attending approximately 100+ calls per month, we achieved an average of 99% next day fix SLA, servicing 10 different models of printers.

 
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