Industry: Environmental Services, Specializing in Soil Excavation
Size: 1500+ employees and 100+ locations
Locations: North America
This Compugen Systems customer operates and excavates 24 hours a day, 365 days a year, across North America. But their IT help desk was only open 5 days a week, during traditional work hours in one US time zone, creating large gaps in support.
Their internal IT resources were also working multiple roles, taking support calls and requests and then responding to them as well.
The customer was also in need of device and application work.
Compugen Systems' personal approach to service led to the customer awarding us the company's first Managed Services contract and is a key part of how we partner with them to:
Identify custom needs and solutions
Help set IT strategy and plan resources
Seamlessly fit in alongside the customer’s employees and work together as one IT team to offer extra support wherever it's needed.
Compugen Systems helped this customer shift to a fully remote IT help desk with a single point of contact, that now operates 365 days a year and 24 hours a day.
With Compugen Systems manning the help desk, our customer was able to free up their internal IT resources to work more proactively and strategically, versus being in a constant reactive state.
Compugen Systems also helped this customer build a process for issue intake, as well as streamline the timelines for issue resolution and ensuring tickets are routed to the right person for the job, whether it's Compugen Systems or the customer’s internal resources.
With the new expanded service desk, Compugen Systems also customized the agreement terms to give our customer consistent budgetary capabilities, by charging a fixed fee versus a per user fee.
With offices across North America, this customer is one of the continent’s largest environmental services companies, with more than 30 years of experience providing non-destructive hydrovac excavation services for the oil and gas, power, municipal, transportation, industrial, and commercial construction industries. The company builds its own custom hydrovac trucks that use integrated high-pressure water and vacuum systems mounted on a truck chassis to safely expose buried infrastructure or to prepare an area for future work. It has 1500+ units in fleet, with the largest hydrovac fleet in North America.
While they provide 24/7/365 support to their own customers, their IT help desk hours were only open 5 days a week, 8 hours a day, in one US time zone. And those internal IT resources were stretched thin — taking in support requests and then actively helping resolve them. The company wanted to free them up to be able to work more proactively and strategically and saw an opportunity to resource their service desk.
Previously, Compugen Systems had been there to help them triage an issue when some of their existing IT partners weren't. When they were experiencing an organizational-wide internet outage, their firewalls went down too, leaving them vulnerable. The firewalls had been down for two days and they hadn't been able to find any available. Compugen Systems stepped in with an available firewall, and within 20 minutes of arriving at their corporate offices had them up and running again.
That trademark Compugen Systems personal level of service and problem-solving ability set the foundation for our Managed Services partnership together, a first-of-its-kind contract at this company.
Compugen Systems personnel have been able to step in and work seamlessly as part of the company’s own team, wherever needed. Three months ahead of the Managed Services contract start date, the customer was initiating a major system upgrade for one of their back-end field applications and they needed extra support. Compugen Systems provided four agents to help facilitate those calls and ease that transition.
Then in March 2020, Compugen Systems went live with IT help desk support, starting with 5 days a week / 8 hours a day service and growing it to 24/7/365, so that the customer’s support desk is now fully remote and always available.
This means that their operators are able to connect with an IT agent to troubleshoot issues in real-time, saving them downtime in the field and keeping the flow of revenue going. It's also meant that their IT employees have been freed up to work more proactively on projects to strategically benefit the company. With the expansion of the help desk, Compugen Systems also restructured the original agreement to give our customer consistent budgetary capabilities, by amending the payment terms from a per-user fee to a fixed service fee.
So when this customer wanted to take their office reception position from in-person to fully remote, Compugen Systems was the first partner they thought of. Similarly, Compugen Systems has been the partner of choice to provide technical resources for some Microsoft project work, as well as to build out and host their service.
The success and evolution of our partnership is exemplary of Compugen Systems' people-first approach. Because Compugen Systems personnel see ourselves as part of the customer’s team, we have truly worked in alongside their employees without division, so that everyone is working as part of one IT team with unified goals.
"There is more than what is in the contract: there is a personal investment in your time and understand what is important to each person/employee," said Aaron, Compugen Systems Delivery Manager.
As Compugen Systems' integration with our customer has grown, the partnership has evolved to encompass both strategy and execution. Led as a team by Delivery Manager Aaron and Account Manager Daniel, Compugen Systems helped them launch user surveys to better gauge and understand how the service desk was performing.
Survey results are now consistently 99% customer satisfaction month-over-month, a tremendous result for a team that's working around the clock, 24 hours a day, every day of the year.