Background

 

Previously known as the Link Up Group, thebigword (TBW) was founded in 1980 by CEO, Larry Gould, and soon established itself as a leading recruitment and Language Service Provider (LSP).

 

Since then, the organisation has grown into a truly global brand – with 12 offices across the world and 600 staff. TBW is proud to be rated as one of the top 20 global language companies, handling up to 50,000 worldwide assignments every day and translating over 1 billion words a year.

 

The pure technology group (PTG) provided TBW with essential IT hardware and supplies. Following a successful relationship, business growth and restructure; TBW approached PTG to discuss how to enhance its critical IT support capabilities at a global level – an opportunity which the team at PTG embraced.

 

Challenges

 

The conversation developed from a desire by TBW to improve end-user service for Fixed SLAs for ticket response and 1st line support for TBW staff, which across 600 staff in 12 different countries presented significant operational challenges.

 

As TBW continued to grow, demand for service increased, which created a bottleneck within the 1st line support staff – the team simply couldn’t accommodate surges in ticket requirements which created a high-pressure environment for the service team and longer lead- times for ticket closures restricting team performance.

 

The response times, coupled with time-zone delays for TBW’s non-UK locations spanning across; New York, Dusseldorf, Beijing, Tokyo, Milan, Helsinki, The Hague, Malmo, Boston, Washington and India had become a concern, which needed an urgent solution.

 

Solution

 

PTG implemented a global managed support solution for the TBW – taking over 1st & 2nd line support for its New York, European, Far East and China branches (600 employees/13 offices) – one of its largest but most successful service contracts to date. 

 

The agreement included third-party management of TBW’s software and licensing. Utilising PTGs global network of vendor relationships, which ensured a more rapid response to issues and a substantial reduction in the overhead required to manage TBWs global IT estate. 

 

Major Incident response and Hardware Asset Management (HAM) is now evolving to ensure a world- class response to unplanned events or service interruption, and a complete understanding of the IT estate, effective provisioning for new starters and compliance with vendor and licensing support lifecycles – allowing TBW to make the most out of its global IT estate. 

 

The partnership between both organisations continues to grow from strength to strength as PTG remains an integral part of TBW’s global IT infrastructure. 

 

 

Everyone is happy with the service PTG is providing & this is reflected in the NPS results, with 90%+ satisfaction.
Mike Hinchcliffe, Director of Group IT

 

Benefits