Case Study: Wacom achieves 24-hour bilingual global IT service desk support with ABeam Consulting

Wacom Co., Ltd. launches 24-hour bilingual IT service desk with ABeam Consulting in 6 months

Wacom Co., Ltd., a manufacturer of digital pen tablets and solutions, faced challenges with its decentralized IT support. Each global office operated its own service desk independently, leading to inefficient information sharing, a heavy workload for internal IT teams, and an inability to standardize applications globally. To address this, Wacom partnered with ABeam Consulting to consolidate its IT service desk operations.

ABeam Consulting implemented its Global Service Desk (GSD) based in Malaysia as a centralized, 24-hour bilingual support hub. This solution provided a single point of contact for all Level 1 IT inquiries across Wacom's global offices. The results included standardized processes, effective global knowledge sharing, and a significant reduction in the internal IT team's support workload. This allowed Wacom's IT staff to focus on more strategic projects, with plans to expand the partnership to Level 2 support and other regions.

Wacom Co., Ltd