Touchpaper today announced that leading international business and technology consultancy, Diagonal Consulting, has selected Touchpaper’s IT Business Management (ITBM) solution to further support the company’s 150-strong SAP support center serving 105 clients and 89,000 users worldwide.
Deployment of Touchpaper’s software will also help Diagonal to achieve its ambitious growth plans, enabling the company to scale its offering economically as demand for service grows and deliver faster and more efficient incident resolution, better quality of customer service and more granular management reporting.
Touchpaper has been in partnership with Diagonal since 1995 when Diagonal first established its SAP support desk and decided to use the Touchpaper HelpDesk solution. SAP support is now offered by Diagonal in 22 countries in 12 languages by 150 consultants staffing the service desk on a 24/7 basis from “follow the sun” centers in the UK, the USA, Malaysia and Singapore.
Diagonal has taken a strategic approach to its support center infrastructure and has ensured that the technology it deploys underpins its vision for high quality customer service delivered by trained consultants relying on intelligent, best-practice processes.
“Diagonal faces many external challenges which have a major impact on our business from the increasing complexity of our clients’ IT environment and processes, pressure on clients’ IT teams to deliver more value with decreasing budgets, competition from low-cost offshore service providers and the drive for legal and regulatory compliance,” said Andy Hughes, Managing Director Global Support Services for Diagonal Consulting.
“To meet these challenges, we require a technology supplier who understands our business and can provide us with a robust, flexible solution that supports our dynamic SLA-driven client model and aggressive growth plans. After considering the various options available in the marketplace, we are convinced that Touchpaper continues to be the right business and technology partner for us.”
By implementing the Touchpaper ITBM suite, Diagonal will benefit from a wide range of modular but integrated ITIL-verified applications covering incident, change, configuration, process and knowledge management as well as self-service. Adopting a global platform further supports Diagonal’s overall objective of profitable growth, producing long-term savings by avoiding the need to invest in multiple service desk tools and training geographically dispersed teams on multiple products.