Case Studies

Through its strategic partner Phoenix, Morse provides a manned helpdesk which is available to the client 24x7. The helpdesk has integrated seamlessly into the client’s organisation, allowing it to concentrate on managing and growing its business with the peace of mind that calls will be handled efficiently and professionally.

The company has also chosen to take advantage of Morse’s flexible resourcing service which provides site engineers who can be deployed as and when needed. This allows the client to quickly grow and scale back teams according to project demand and without being tied into long term contractors. The client can also ask for engineers by name, giving them the flexibility to put together teams with specific skills using engineers who have previous knowledge of the business.

To help the company manage its costs, Morse provides a framework agreement that includes support for chargeable events such as breakages and printer consumable calls. This means that the client has stability and security because the framework provides guidelines on what support costs for these calls will be.

Morse provides the organisation with a service delivery manager from its partner Phoenix to monitor daily helpdesk events and ensure that all calls are resolved effectively. The manager also assists the business by identifying issues before they become a delivery problem, thus minimising disruption to the client.

In order to ensure the entire solution continues to meet the needs of the client, Morse provides a service account manager who is responsible for the overall contract. The manager liaises between all parties to ensure value is consistently being delivered. Morse also holds monthly review meetings to ensure the benefits to the client are maximised and all commitments are maintained and met.

Finally, Morse also provides reporting and analysis to the client to enable them to have a better view of their IT estate and the condition of their assets. As part of this, Morse and Phoenix provide statistics on the previous month’s activities which gives the client greater control over the IT estate and helps them to make informed technology lifecycle decisions. Morse also provides an audit and full asset database which is accurate to within 36 hours. This allows the client to have a holistic view of its estate and assists with migration and retirement activities.