Case Study: Dentsu Aegis Network builds a global digital operations centre with acrinax

Dentsu Aegis Network - Customer Case Study

Dentsu Aegis Network (DAN), a global media, digital and creative communications group operating in 145 countries, needed to bring its outsourced IT service desk in-house to better support growth, improve user experience, and gain greater control over service operations. The company turned to acrinax to help replace a third-party model that was delivering only 80%–90% SLA performance and wasn’t set up for DAN’s multilingual, 24/7 global needs.

acrinax implemented Project Hive, building a cloud-based Global Digital Operations Centre with 100+ agents across Manchester and Kuala Lumpur, using Genesys Cloud, ServiceNow, OKTA, and Microsoft Teams. The new follow-the-sun operating model, integrations, and transformation plan enabled a seamless transition to an in-house service desk serving 60 countries and 13 languages, while improving scalability, resilience, and the foundation for continuous service improvement.

Dentsu Aegis Network