Global Video game developer, publisher and esports tournament organizer
Client Challenge
A global company with multiple acquisitions operating independently with multiple tools & processes. The goal for the client was to consolidate the support environment and enable a Unified Support team, tools, and processes.
Current Environment
- 3000+ Employees
- 4500+ Monthly Incident volumes
- Global & Hybrid Workforce
- Multiple Helpdesks across the globe
- Multiple Support & Operations Tools
NMC Solution
- Leadership & Merger Team for Consolidation of Helpdesks
- 15+ Helpdesk staff
- 24×7 Dedicated Team
- End to End Incident & Service Management
- Program Management & Governance
Business Benefits
- Consolidated IT Operations under one leadership
- Consolidated & Integrated multiple IT Operations tools & Process
- Reduced License & Operating costs by 40%
- Improved customer experience by enabling multiple channels of communication with the IT Staff
- Provided the client the visibility of the global IT footprint & problems through a single pane of glass