About the client

In this business case, our customer was a successful and large American real estate agency. Their nationwide presence spans from Washington to Rhode Island. The agency works with a vast pool of properties, utilizing a dispersed team of agents. In order to maintain efficiency, the customer requires an effective IT support service capable of resolving all arising tech issues.

Location:USA
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Project overview

Real estate agency with distributed team of employees. Advanced technical support of their daily work processes by the phone and email.

duration12 months
technologies
Jira
Confluence
iOS support
Android support
Windows support
Concept illustration
The back-office tech support for a real estate company

Service functionality

  • JIRA Service Desk + Confluence Knowledge Database
  • Remote access to employees workstations
  • Transfer of incoming calls and emails to the ticketing system
  • Agreed SLAs
  • Monthly service reports

Solution

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Andersen assisted the client with the smooth transfer of its internal IT support activities to the outsourcing IT team. Remote IT team provided a wide range of 1st and 2nd line of support activities covering most of employees needs. And the client got a much more clear picture of his operational IT expenses and the value of it.

Results

  • Established 8/5 remote IT support for the distributed team of employees
  • Improved the quality of IT services provided to the employees
  • Optimized client's operational IT processes
  • Increased the quantity of internal IT instructions available for the client employees
  • Helped client to get a transparent value of IT services provided to his team members

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