summary
Key results
Central IT contact point (SPOC) available 24/7
Central Knowledge Base accelerating issue resolution and eliminating recurring incidents
Lack of stable support and clear procedures
User Support processes at Saint-Gobain in Poland were fragmented and inefficient. The lack of standardized procedures made it difficult for employees to access IT assistance, reducing user satisfaction and slowing operational performance. Local IT teams were additionally burdened with handling minor incidents instead of focusing on strategic business priorities.
To provide ITIL (Information Technology Infrastructure Library)-based 24/7 Support Services covering production sites in Poland and to implement Field Support at the main manufacturing plant, the company decided to restructure its previously inefficient User Support Department.
The entire project was entrusted to Sii Poland – leveraging the expertise of the Service Desk & User Support Competency Center, one of Sii’s dedicated competence hubs.
Implementation of a centralized Service Desk model
Sii Poland’s experts assumed responsibility for the IT support area, designing and implementing a new, unified service model.
The project scope included:
- Auditing IT services and processes across all group companies located in Poland
- Implementing a VPBX solution with IVR – a virtual phone exchange featuring an interactive voice menu, call queuing, and prioritization system
- Providing remote IT support 24/7/365 based on SLA and measurable KPI metrics
- Launching on-site support (Field Support) in the main production facility
- Providing remote infrastructure support (L2) integrated with the client’s on-site IT team
24/7 IT support and reduced workload for local teams
The new Service Desk model provided Saint-Gobain with reliable, round-the-clock IT support and full transparency of service quality through clearly defined SLA and KPI indicators. Employees gained access to a single point of contact (SPOC), which accelerated issue resolution, while a centralized Knowledge Base enabled faster handling of recurring incidents and streamlined knowledge sharing. By relieving local IT teams from day-to-day requests, the company allowed them to focus on strategic initiatives, strengthening overall efficiency. The partnership with Sii Poland also resulted in a long-term, trust-based collaboration.
MAIN BENEFITS
- Single Point of Contact (SPOC) for employees, available 24/7
- IT support for over 3 500 employees across Poland
- SLA and KPI targets maintained in nearly 30 locations
- Creation and maintenance of a central Knowledge Base
- Delivery of cross-functional support activities