DB Schenker

DB Schenker 2017-09-15T11:27:20+00:00

Project Description

Company: DB Schenker
Industry: Transportation
Country: UK
Website: www.dbschenker.co.uk

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BENEFITS

  • Faster SLA

  • 70% less support calls incoming

  • Cost effective assistance

  • Access to fast field engineers across the UK

DB Schenker trust CORETX with Service Desk support & save 70% on internal 3rd line engineer time

DB Schenker is a leading provider of international logistics services and has 15 branches throughout the UK. They support industry and trade with land transport, worldwide air and ocean freight, contract logistics and supply chain management.

Challenge

Solution

We can depend on CORETX to resolve the issues that we don’t have the time or resource at a remote branch location to deal with.

For example, in just one month in January 2012 the CORETX Service Desk took 1,220 calls from DB Schenker staff and 70% of them were resolved without needing to be escalated to the in-house teams. DB Schenker’s second and third line teams then have more time to concentrate on infrastructure and business application type issues and requests.

Continual improvement

The fast response to issues is another reason why DB Schenker has worked with CORETX for so long.

CORETX is very responsive and is not only meeting but exceeding SLAs we have in place.

There are three separate SLAs in place for different service elements and they are being met and exceeded in all cases.

The service delivery that CORETX is achieving is:
•    Call back SLA within 30 minutes – 100%
•    Priority 2 issues (overall fix) – 94%
•    Priority 3 issues SLA within 3 working days – 98%
Stuart finds his relationships with Account Manager, Hayley Mullins, and the Service Desk Team Leader, Richard Kingston to be very good as well. He said: “They are both very approachable and accommodating and I talk to or see them every month.”

I would say that you should seriously consider them as an option, they are flexible, responsive and it means you don’t need to employ a whole team to work on day-to-day support issues.We can depend on CORETX to resolve the issues that we don’t have the time or resource to deal with.

“We can depend on CORETX to resolve the issues that we don’t have the time or resource at a remote branch location to deal with. CORETX is very responsive and is not only meeting but exceeding SLAs we have in place, they are flexible, responsive and it means you don’t need to employ a whole team to work on day-to-day support issues.”

Stuart Brill – IT Service Delivery manager

DB Schenker

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