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AGRICULTURAL.
Operation:
Dexian designed and implemented an exclusive operational model based on hubs & spots that allows it to serve offices, manufacturing units and farms throughout the national territory, according to customer needs and agreed service levels.
The goal:
- Field technical support for IT users;
- Level 2 support (service at customer units);
- Fixed telephone support;
- Level 3 support.
Indicators and SLA:
- Response time (incident): 2 hours.
- Solution time (incident): 4/8/96/169 hours.
- Solution time (request): 6 hours/4/7/14 days.
Users served: 16,000
Average calls/month: 1,300
Benefits for the customer:
- Increased availability of equipment;
- Improving demand and productivity management;
- Increase in the quality of services;
- Standardization of procedures with the implementation of a knowledge base.
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