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Global Service Desk & Datacenter Operations US-based Private Foundation

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Client Overview

US-based private foundation that makes grants and impact investments to support non-profit organizations in approximately 50 countries around the world. The current grant-making priorities include mitigating climate change, reducing jail populations, decreasing nuclear threats, supporting nonprofit journalism, and funding local priorities.

Clients Requirements

Identify a suitable IT service provider who understands and helps in meeting end-user customer satisfaction, measure and report metrics around infrastructure & application availability, CSAT, and continual service improvements so as to establish a long-term relationship.

Engagement Model & Team Size

Mindtree’s Managed Services approach enabled us to deliver measurable quality of services through our proprietary Service Delivery Platform, thereby reducing dependencies and increasing customer satisfaction. It’s a hybrid support model. While the offshore team supports 24*7, the onsite team, based out of customer location, provides services during business hours

Value Delivered

Consolidation of IT operations and standardized support for all end-users
• End-users across the globe have one single point of contact to reach out for IT support
• MWatch platform for measuring customer satisfaction and real-time status of services being delivered
• GSD CSAT performance with >95% satisfaction
• Datacenter management over the last two years showing superior service excellence
• Device availability > 99.5% due to superior monitoring and predictability
• Continuously upgrading to latest technology, be it security services, infrastructure or applications

Global Service Desk & Datacenter Operations US-based Private Foundation

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