Case Study: ING (Unified Communications) achieves higher service levels and lower costs with Getronics

Reducing Time-To-Market and Standardising Business Processes for a Leading Global Financial Services Company

ING, one of the world’s largest financial services companies, needed to improve service quality for 54,000 European employees while reducing time-to-market, standardizing business processes, and lowering costs. Getronics was brought in to support this challenge with service desk and logistics services as part of a broader unified communications and service-led approach.

Getronics implemented a new service-based model, third-generation outsourcing, managed service desk, on-site support, logistics and asset management, and telecoms via KPN. The result was higher service levels, lower costs, and greater flexibility, with first-time call completion improving across 700,000 service desk calls per year and operating and service level agreements meeting or exceeding expectations.

ING (Unified Communications)

Ditte Juriens

Head Global Delivery Control