Bakkavör
Global food company Bakkavör improves IT service and support
An award-winning provider of fresh prepared foods and produce, Bakkavör Group operates in 10 countries and employs over 18,000 people. IT is obviously critical to the smooth running of this global business. Based in the UK, the IT department is where they support a large number of UK and mainland Europe businesses. While they have IT representatives onsite, they are not geared up to provide engineering support, which is why the company outsourced to BT Engage IT.
Solution
For almost 10 years, BT Engage IT has provided Bakkavör with highly responsive break/fix maintenance services UK-wide, across servers, desktops, laptops, printers and peripherals, helping the centralised IT function deliver consistently high service standards to a diverse and demanding user base, along with IT procurement, additional project resources, Managed Print and Professional Services.
" Working closely with BT Engage IT engineers and the account team makes the whole operation smoother, which means we deliver a better service for end users. "
Hayley Keenan, Helpdesk Manager, Bakkavör Group
When users experience problems, they call the internal Helpdesk. "We troubleshoot, and anything where we diagnose the need for an onsite engineer, something we can't fix remotely, we contact BT Engage IT. Its Service Desk personnel are always very friendly, they log the call efficiently, and engineers are sent very quickly – the same day if a call's logged in the morning" says Hayley Keenan, Helpdesk Manager.
Why BT Engage IT?
BT Engage IT has a highly responsive team of specialist field engineers available throughout the UK, 24 hours a day, 365 days per year. The same engineers tend to be sent to the same businesses, so they already have a good working relationship with employees at that site: they know the business and don't have to be chaperoned around. They also know the processes Bakkavör's Helpdesk has to follow and work to achieve them: for instance, if they have to change a PC hard drive, they know the processes to re-image that machine remotely. In this way, Keenan says, the service as delivered "reduces downtime for Bakkavör employees".
“ For hardware maintenance, BT Engage IT is competitive and provides a valued service. We have confidence it will deliver a good service and also be flexible. BT Engage IT understands our business, how we operate and the high standards we expect in IT support. ”
Hayley Keenan, Helpdesk Manager, Bakkavör Group
