A leading global provider of data centre services has signed up for a second year for Xoomworks’ 1st and 2nd Line Support Desk for 250 end users in its European offices in Germany, London, Amsterdam, Paris, Turkey and Belgium.
It has been partnering with Xoomworks since 2016 having selected the firm as its Coupa implementation partner in Europe.
The Business Process Optimisation Director says, “After careful consideration we chose the Xoomworks Support Desk for its flexibility of pricing, expert knowledge of Coupa and value for money. Because of the nature of our relationship, Xoomworks also has a very good understanding of how we operate and the end user experience of Coupa.”
The service, operated from Cluj in Romania provides a multi-language initial contact point for users to obtain help in resolving lower complexity issues and requests such as general “How do I” type questions. It also provides an escalation point for more complex issues that require a high level of system and process knowledge. Xoomworks additionally acts as the single point of contact with the Coupa help desk.
The Xoomworks Support Desk provides a number of business benefits to the company such as efficiency and cost savings by reducing the number of staff needed internally to deal with end user queries and freeing up those staff to focus on core tasks.
You can download the case study here.