December 29, 2003

By: Liz Peters
Website: http://www.help-desk-software-n-application.com

Michelin outsources its in-house IT support services in Spain to Steria

Michelin required a quality IT support service for all of its employees at its different sites in Spain. The service provided by Steria comprises telephone assistance and basic assistance for workstations in order to fix application and infrastructure problems 24 hours a day, 365 days a year, with tightened security and a higher level of service quality.

This three-year managed services contract involves Michelin's Spanish head office (located in Valladolid), the sales department (based in Madrid), as well as the four production sites and three main logistics platforms in Spain. The contract enables Michelin's Spanish subsidiary to fulfil the Group's IT directives. Production has been improved and costs reduced since the outsourcing of the Help Desk service. Likewise, the telephone support centre, managed by Steria and situated in Valladolid, has succeeded in meeting the requirements of the service quality contracts in place by carrying out quarterly surveys amongst users and inspection and project follow-up teams.

"We chose Steria because of its experience and global approach to Help Desk services, on-site assistance and applications management. We actually looked into other managed services projects of this kind that Steria had carried out for Ericsson and Carrefour. In addition, Steria's international dimension, its involvement in project management and its commitment to meeting objectives - in terms both of quality and cost control and reduction, measured with specific result indicators - were determining factors in our decision," said Eduardo Marco, IT Manager for Michelin in Spain.

About The Author:

Liz Peters is a successful author and regular contributor to http://www.help-desk-software-n-application.com.  Help desk software - Learn everything you need to know about helpdesk from your own computer!