Client Profile

• The client's operations are spread across 6 countries in Asia Pacific with over 3,000 users.

Relationship Growth

• Strong relationship ties with this leading global Cement manufacturer since the start of engagement
• Emerio was selected to manage Service Desk and Technical Support in English.

Snapshot of Engagement

• Support through Voice, Email and Ticketing System
• Our coverage: Thailand, Vietnam, Sri Lanka, Indonesia, Philippines and Singapore
• SAP Application
• Onsite support
• 24x7 support
• SLA and Call Volume based delivery

Portfolio of Services

• Regional Service Desk Managed Services

Key Success Factors

• Proven delivery methodology
• Excellent transition process
• Efficient managment of retention 
• Service delivery exceeded SLA
• Improved efficiency through EABC methodology
• Strong senior management commitment

Technology

• Service desk and Technical Support through telephone, email and ticketing tools
• SAP Authorization, BW, CRM/Net Weaver, HR, Basis, Logistics, SD, FICO
• CA Suite of ITIL based Service Desk Tools
• Using the technology where agents have the capability to take over the customer system and assist in trouble shooting