A major transportation company, with an iconic legacy and nationwide network, wanted to advance its operations. It needed a strong IT Managed Services provider to deliver a set of integrated services to support their end users across North America. The transportation company‘s primary goals were to provide dependable, 24/7 IT assistance, optimize mobile device and personal computer administration, and guarantee that these procedures were cost-effective and capable of expanding accordingly as needs changed. Mobile and PC management requirements included imaging, configuration, inventory, deployment, and eventual disposal.
To address the transportation company’s IT needs, Buchanan Technologies provided a customized managed services solution that combined a service desk, asset management through depot services and on-site support utilizing the Buchanan Field Services team.
The proposed solution provided a choice of an on-shore, near-shore or off-shore service desk that would provide 24×7/365 Level 1 Support. In addition, Buchanan’s depot team would manage the standard monthly administration of PCs and mobile devices and provide additional capacity as required. Finally, Buchanan’s Field Services team would serve as technical hands and feet at locations across North America to provide on-site support to the transportation company’s field staff and remote offices, ensuring smooth technological integration and support across various locations.
The collaboration between the transportation company and Buchanan Technologies was highly beneficial. Today, the company utilizes Buchanan’s near-shore service desk to support 7500+ end users, and the field team consistently services 250+ locations. This has led to Buchanan getting an impressive customer satisfaction score of 98%.
With Buchanan’s help, the transportation company can now fully focus on its main transportation business. Buchanan has given the transportation company confidence that their IT infrastructure and needs are in good hands.
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