The Challenge
A top global liquor manufacturer, known for its portfolio of premium liquor brands, operates in more than 200 countries. With a rapidly expanding global presence, the company faced challenges in providing consistent, high-quality IT support across its offices in North America (NA), Latin America (LATAM), the United Kingdom (UK), and Australia. They required a flexible IT support solution to maintain operational efficiency across multiple regions while ensuring minimal downtime, secure systems, and agile responses to business demands.
What did
Sybex do
We partnered with the manufacturer to provide a robust IT support solution for their offices across NA, LATAM, UK, and Australia. Our services included Full-Time Equivalent (FTE) staff for day-to-day IT management, Backfill support to cover absences and peak periods, and Dispatch services for immediate on-site assistance as needed. This comprehensive approach ensured the company's IT infrastructure was well-maintained, enabling teams across key offices to work seamlessly and without interruption.
The Results
- Delivered FTE, Backfill, and Dispatch support across four major regions
- Reduced IT-related downtime by 30%, ensuring smooth operations for critical systems
- Improved service response time by 45%, enhancing employee productivity
- Achieved 98% SLA compliance across all support services
- Enhanced IT security and compliance with regional standards and regulations
