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Multilingual IT Support

Project Case ATOS SE

Bilingual Help Desk and Onsite Support Services

The Client

Atos SE (Societas europaea) is an international information technology services company, serving a global client base, it delivers IT services in 3 domains, Consulting & Technology Services, Systems Integration and Managed Services & BPO, and transactional services through Worldline.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic & Paralympic Games. Atos operates under the brands Atos, Atos Consulting & Technology Services, Worldline and Atos Worldgrid.

The Challenge

ATOS approached ISFnet as a potential partner to take over helpdesk and IT support services for one of its clients in Japan. Their partner at that time was having difficulty providing the required service level within the cost restraints imposed by the customer and Atos was looking for a provider who could maintain service quality while at the same time improving cost efficiency. A key requirement for the services was the ability to provide bilingual English and Japanese support and to operate within ATOS’s own IT service ecosystem – also in English.
Within the Japanese market, these abilities are usually very costly. English, in particular, is not widely spoken so bi/multilingual IT services often seem overly expensive to foreign companies looking for support.

The initial project involved providing IT support to over 1,500 of the Atos client’s end users who were mainly based in 58 locations across Japan. ISFnet was able to not only to offer services at the level required by the client but also do it on budget. The services went live in August 2010. Since then, our relationship with ATOS has developed and we now provide services several of their clients in 76 locations all across Japan.

The Solution

  • ISFnet can provide independent helpdesk services or work within our partners’ support infrastructure. In either case, we insist obtaining regular feedback from the client and/or partner in order to improve and optimize services.

  • ISFnet provide cost effective 24/7 on and off-campus help desk services.

  • With more than dozen offices across Japan, we are able to follow up help desk services with on-site engineer support.

  • We are committed to ongoing service improvement as well implementing our own internal mechanisms, we also encourage both clients and partners to give us regular feedback.

  • Managed Service

  • Multilingual IT Support