Manuel, Plant Specialist & Vasavi, Tech. Support Specialist, US Central Region

On their main customer:
Vasavi: "We support a large pharma customer [with] a critical, core app[lication] that their business depends on. Everything wraps around it. They were having many problems changing from a legacy system. I was sent to gather info on the client side for a couple of days…then I came back to [Getronics] to develop training for our analysts on [the app]. We solved 99% of problems at the Helpdesk level [from then on].

We are customizing customer service to meet and go beyond customer service expectations. I train and lead a team who do support [for this app] only. The calls for this app go directly to our team. I also trained all the on-site Getronics analysts on [the app]."

Manuel: "We developed a two-part training to understand our customer’s plant environment and the different names used by their workers to refer to apps."

Vasavi: "Manuel and I have great relationships with all analysts on the team; we all share info. The big challenge with this client is how very customized it is. So many applications and a unique physical infrastructure compared to other companies."

Manuel: "Even though they all use the same apps, each location has different procedures. So documentation is specific to each site."

Vasavi: "You have to understand the psychology of the company. The research people, manufacturing side--each has different priorities, so it’s challenging to meet their requirements. Our service went beyond their expectations. The [client contact] was surprised: he said ‘you guys go all nine yards.’ That’s because we’re motivated and only want to give our best to the customer.

The positive side is it’s opened doors to getting new business. The [client is] looking into other resources within Getronics. They didn’t know how many levels of skills we had here to provide them with IT services. So they’re looking at us to do more."

Manuel: "That means more jobs for Getronics."