OWI lost their full-time computer support person. They saw this as an opportunity to reduce cost by outsourcing day to day technology operations
OWI lost their full-time computer support person. They saw this as an opportunity to reduce cost by outsourcing day to day technology operations
1 PagesC A S E S T U D Y OWI OWI lost their full-time computer support person. They saw the loss of this employee as an opportunity to reduce cost by outsourcing day to day technology operations and end-user support. OWI needed remote technology support but was accustomed to onsite support. The goal was to quickly demonstrate that remote technology support was more responsive to end-user needs than the onsite alternative. Waident’s Service Level Agreement (SLA) promises a two-hour response time to all issues however OWI found that most support requests received a response within 15 minutes. Be- cause of this high-level of proactive support, Waident provided and continues to provide OWI with the following services: n Near real time end user support n A cost effective alternative to a ful
