Crowd Services provided a combined service of On Site Services (OSS) and Remote Support

Crowd Services provided a combined service of On Site Services (OSS) and Remote Support for a corporate client with locations distributed throughout the national territory. The project involved managing 6,700 workstations, with both on-site and remote interventions to ensure full operational functionality of the company’s IT infrastructure.

Project Objectives

The project focused on three strategic goals:

• Ensure business continuity: provide constant, timely, and effective technical support for all workstations.
• Reduce downtime: intervene swiftly to resolve software issues or non-compliant configurations.
• Deliver flexible and scalable support: integrate on-demand services such as installations, relocations, or software changes.

Implemented Solutions

Tailored Technical Support

Crowd Services delivered a highly specialized service, combining on-site and remote support to ensure full workstation operability. Our technicians directly managed Desk Side Support activities, addressing software issues at users’ desks quickly. At the same time, MAC (Move, Add, Change) services were provided to handle installations, changes, and personalized software and peripheral configurations based on each site’s specific needs. The management of First Installations included all necessary activities to set up new workstations fully equipped and ready to use. To support these efforts, a Remote Support service was activated, enabling the opening, management, and resolution of tickets remotely through fast and effective troubleshooting.

Logistics and Operational Management

To efficiently cover the entire national territory, Crowd Services deployed a widespread network of technicians capable of providing prompt interventions across more than 160 sites. Requests were centrally coordinated, ensuring an orderly and timely management of all activities. All operations were tracked through an advanced ticketing system, allowing for constant monitoring and compliance with the quality standards agreed upon with the client.

Operational Challenges

The project required extremely accurate planning to address the complexity resulting from the high density of operational locations across the national territory. This was further complicated by a significant volume of requests that had to be handled within very tight timeframes, requiring immediate and punctual responses. Another critical element was the need to ensure service continuity: every intervention had to be performed without interfering with employees’ daily activities, avoiding any impact on business operations.

Achieved Results

Thanks to the integrated approach and our expertise in managing complex ICT projects, the results were clear:

• Reduced response times, through rapid on-site interventions and remote support.
• Increased productivity, with workstations constantly operational and continuous assistance.
• High end-user satisfaction, with a stable, timely, and highly professional service.

This project showcases our ability to effectively meet complex needs, delivering customized and flexible solutions. Once again, Crowd Services proves to be a reliable partner for the operational management of corporate IT infrastructure.