The Challenge
This global enterprise software company has over 10,000 end-users worldwide and maintains over 1,000 conference rooms across all their campuses. They wanted a high-touch delivery model for audio-visual and event support services at all their campuses around the world.
Milestone Approach
Milestone deployed a dedicated team of 17 AV specialists and established a program of aggressive preemptive facilities reviews, break-fix services, and event support. The preemptive ‘sweeps’ were extremely important. They allowed Milestone technicians to proactively verify all conference room hardware and software was in perfect working order. When they found a problem, they would immediately begin the repair process, often even before any users reported a problem with the system.
Results
Milestone identified six situations requiring IT support for every one reported by a customer user. Milestone has achieved a 100% ‘very satisfied’ CSAT rating. In 2019, the client recognized Milestone as a ‘most valued team’ for service delivery, and award all teams (internal and contractors), across the entire organization are eligible to win.
By the Numbers
| Metric | Value |
| CSAT | 100% ‘Very Satisfied’ |
| Proactive Incident Ratio | 6:1 |
| End users | 12,500 |
| Conference spaces | 1,350 |