Case Study: DB Schenker cuts escalated support issues by 70% with IDE Group Service Desk

IDE Group Service Desk cuts DB Schenker’s escalated issues by 70%

DB Schenker is a UK transport company with 15 branches and 800 users that needed an outsourcing partner to provide first line support for staff. The company wanted phone and email help for everyday issues, plus engineer and remote access support for more complex problems.

IDE Group was chosen to provide 24/7/365 support through its Service Desk and has worked with DB Schenker for over a decade. In January 2012, the Service Desk took 1,220 calls and resolved 70% without escalation, while SLA performance included 100% for callback within 30 minutes, 94% for Priority 2 issues, and 98% for Priority 3 issues within 3 working days.

DB Schenker

Stuart Brill

IT Service Delivery manager