Reckitt Benckiser - case study
Reckitt Benckiser are the worlds No 1 in household cleaning products* and a market leader in healthcare. A truly global company with a consumer-oriented vision, with operations in 60 countries, sales in 180 countries and net revenue in excess of £4 billion.
*excluding laundry detergents
“Intrasource have been a service provider to Reckitt Benckiser for over 7 years and they continue to deliver a proficient ‘IS Business Support Service’ and have developed to be a natural extension to our internal IS team”. This continuity also enables us to tap into additional technical resources as part of our long standing working relationship with Intrasource”
Simon Treweek
Senior Systems Analyst,
Service Delivery & Infrastructure Reckitt Benckiser
Brief
To improve the service delivery provided throughout the incident lifecycle including changes to enhance the service, and promptness, of the customer service desk. This service had to be a central solution that could be delivered across all 7 client sites, of which locations included UK, Scandinavia, and Ireland. The IS estate across the region consists of over 2000 PCs, 90 servers, and 100 individual user applications. ITIL methodology was to be adopted and adapted to meet these requirements to ensure best practices are followed.
Solution
Intrasource working closely with RB put together a solution to the clients brief. This addressed the need for an improved customer support function providing consistent service delivery across the region, whilst ensuring that RB’s excellent standards were maintained.
The solution included a ‘Service Manager’ and ‘Team Leader’ to manage the day to day onsite service support & personnel. An additional 15 support analyst’s currently undertake 1st and 2nd line on site support technical roles within the Reckitt Benckisers IS section, working closely together to consistently deliver a high standard of service to all customers across the region.
Benefits
- Service level agreements are in place and currently exceed the stipulated contract rate.
- Allows Reckitt Benckiser internal IS Team to focus on core business issues and proactive projects thus ensuring the business meets key strategic targets.
- We now have the ability to draw on additional resources from Intrasource as and when the need arises to meet our IS business requirements.
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