Taking IT Support and VIP Services to the Next Level
Case Background
Enterprise A is a prominent non-profit organization in the city, dedicated to advancing important causes through fundraising and community engagement. They operate prestigious venues that host events attended by hundreds of thousands each year.
With a workforce of over 1,000 staff and countless guests, providing quality IT support services is crucial but increasingly taxing on Enterprise A’s internal teams. Leadership team recognized the need of identifying a strategic partner that could elevate end user experiences to the next level and reduce the burden of the inhouse teams.
Goals included freeing up internal resources to focus on innovative projects, enhancing reliability of systems during events, improving issue resolution times, and delivering a concierge-like level of support for VIP users.
Enterprise A has complex requirements including specialized applications, peak demands during seasonal events, and extremely high expectations for responsiveness and quality. The selected partner would be required to demonstrate deep expertise serving large non-profit organizations.
The end user support services project encompassed thousands of staffs across office sites on top with more temporary staffs during major events. With thousands of guests relying on technology to access facilities and services, the stakes were high for selecting the right partner.
Project Size
HK$30 Mil to HK$60Mil
- Centralized Service Desk: 24x7 support with expanded hours during events, single point of contact for users, and consistent tracking.
- Improved Incident Resolution: Faster response time, reduced backlog, proactive monitoring to fix issues before user impact.
- Enhanced Infrastructure: Up-to-date endpoints and networkhardware, remote access and collaboration tools.
- Specialized Expertise: Deep experience supporting events/venues and managing fluctuations in demand.
- VIP Concierge Support: White-glove service delivery approach for leadership and key users.
- User Enablement: Self-help resources, training programs, and change management.
- Procurement Optimization: Guidance and lifecycle management of hardware and software assets.
Why HKBNES?
Dedicated Service Delivery Team
HKBNES formed a custom team of specialists to support Enterprise A. Team members were selected based on technical skills and soft skills like communication, with extensive training and onboarding. This ensures consistency and ownership of service delivery.
Customized VIP Services
Unique escalation procedures and enhanced SLAs were established for key users. We conducted in-depth interviews to understand pain points and design high-touch services. Amenities include dedicated hotline, expedited response, proactive checks, free upgrades and more.
ITIL Aligned Practices
We utilize practices from ITIL frameworks such as incident, problem, change and release management. This brings structure and stability to service operations. Dashboards, metrics reporting, and continuous improvement plans are well implemented.
End User Experience Expertise
We have deep knowledge of end user workflows, technical and business needs. Our team is known for translating this into simplified, intuitive services. We excel at enhancing self-service capabilities and human-centered support.
Contact our experts today to schedule a consultation
Our team has a proven track record of transforming IT operations for organizations like yours. We provide cutting-edge infrastructure, tools, and support tailored to the unique needs of the innovation sector. This liberates your staff to focus on high-value, mission-driven work that rapidly moves you forward.
