Financial Services · Global (3 continents) · car-fleet management & banking group · UX/UI Design
The client managed multiple suppliers, each with their own support models and scopes, making support complex and inefficient. Operational sites varied widely, from small offices with as few as 13 users to larger offices of up to 710 employees, including remote locations, and required bilingual proficiency in English and local languages. The situation intensified when the client expanded to 24 sites across three continents supporting 3,670 users, needing a single provider that could deliver localized, region-specific support, manage fluctuating workloads, synchronize with internal IT teams, and run a centralized governance model.
Amaris provided full 8/5 on-site support in both local and English languages across the sites. Services covered maintenance, break-fix activities (desk-side support for desktops, laptops, iPhones, iPads, printers, WiFi, and basic network issues), and IMAC tasks (Install, Move, Add, Change), plus infrastructure/business projects, office relocations, and temporary demand spikes. Users access support via an IT corner, an on-site technician, or the helpdesk. Three tailored support models were deployed to manage cost by ticket volume and country need: Model 1, a dedicated 100% on-site team for high-demand countries; Model 2, on-site support two days a week for moderate-demand countries; Model 3, an on-call model for lower-demand countries. Amaris oversees personnel and Quality of Service centrally and provides extra support during peaks.
25 people · blended, multilingual field teams · onshore, nearshore, offshore · 12 months · time_and_materials
public
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Amaris Consulting · Part of Mantu. Figures shown are indicative and illustrative ranges based on the inputs you provide, not a quote. Comparisons refer to typical market ranges for equivalent seniority, not to any specific firm.