The Astadia team averages 99% compliance at all monthly service level reviews

Overview

Challenge

Anheuser-Busch InBev (ABInBev ) sought support for its large-scale, enterprise level IT services – specifically for 15 of its North American functional areas.Because of the enterprise’s size and complexity, they required a flexible model for services that could be delivered on-site, off-site (local area) and near-shore from allNorth American Delivery Centers. ABInBev engaged Astadia for its ability to meet all these criteria and more.

Solution

ABInBev chose Astadia for a centralized and managed solution, as well as our wide variety of support solutions to meet their current and anticipated future needs. They also valued Astadia’s agile and flexible response to changes in scope and seamless transition. In addition, Astadia’s established quality processes and service level reviews ensure ABInBev of high visibility and a commitment to continuously meeting service level metrics.

At the outset, to minimize transition impact Astadia retained 90% of existing ABInBev resources as part of our team. The team continues to grow and has assumed responsibility for all Level 1, 2 and 3 resources supporting the ABInBev infrastructure in North America as well as customer-facing events.

Results

As a true partner to ABInBev, Astadia actively participates in their senior discussions on future direction and has won preferred vendor status based on consistent delivery and successful projects. Astadia has not only helped ABInBev find an economical solution that meets business objectives, but most importantly brings their organization true“business peace of mind” as our staff works around the clock to consistently manage to SLAs, and remain flexible and agile to their evolving business demands.

Astadia consistently meets or surpasses over 170 Key Performance Indicators.

Astadia consistently exceeds SLAs requiring above 99% compliance.

Astadia has helped ABInBev reduce needed support in some areas to 25% of pre-RFP levels.

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