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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.

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