>   Customer:

·      Consulting division of global IT leader

·      Industry: high technologies

>   Objectives and challenges:

·      Provide desired level of service for implementation and support contracts

>   Solution:

·      Design and implementation of IT system to support service request processing for deployed applications and related SLA’s, including compliance with desired service levels, proper escalation procedures, work progress monitoring and cost management

·      Technologies used: Siebel Service, Siebel Contracts, Siebel Self-Service

·      Areas covered: Customer Service, HelpDesk

>   Benefits:

·      Proper, cost effective solution architecture, decreased implementation cost without sacrificing functionality