endorsedOngoing

Nearshore Managed IT Services for RealDolmen

Services Covered:

Managed IT Services

Industry

Information Technology

Duration

142 months

Budget

Confidential

Start Date

1 October 2014

Team Size

Confidential

Engagement Model

Nearshore

Project Capability Score (PCS)

73/100

Good

Project Capability Score (PCS) estimates how capable Pwrteams is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

RealDolmen

Belgium

Project Summary

Pwrteams (formerly Skelia) provided nearshore managed IT services to the client's customers, performing server patching, service installation and upgrades, virtualization and Azure cloud work, networking, security, and wireless network setup. The team delivered a high volume of work (about 2,000 tasks per month) with more than 99% of tickets handled on time and rapidly responded to scope changes. The engagement supported RealDolmen's nearshore operations and has been ongoing since October 2014.

Key Challenges

Need for managed IT services support for the client’s customers.

Project Deliverables

Server patching
New service installation
Service upgrades
Virtualization and cloud (Azure) setup
Networking and security
Wireless network setup

Project Solution

Pwrteams staffed nearshore teams that integrated with the client’s support organization to provide the same managed IT services as the Belgium engineers. They handled server patching, installing and upgrading services, virtualization and Azure cloud operations, networking, security, and wireless network setup. Governance was led by Olivia (CHRO) with Maria as team lead; a client partner, recruitment team, resource coordinator and process coordinator supported operational delivery. The engagement began in October 2014 and continues as an ongoing managed-services relationship.

Project Outcome

They completed about 2,000 tasks per month.
They delivered more than 99.5% of tasks on time.
70% of tickets handled by the nearshore team never returned to the Belgium location.
Project management and responsiveness were rated highly, with quick proposals for scope changes and 24/7 availability.

Platforms

Cloud

Tech Stack

Azure

Client Endorsement

Overall Review Rating

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“The team delivered more than 99% of their tickets on time, with the vast majority fully addressed and requiring no further attention. They manage the work well, quickly respond to any changes and new proposals, and ensure that they address all issues on time.”
Dominique Pierard
Operations Manager of Offshore Activities
Date: 10/02/2019