Kelvion is a global heating and cooling systems business headquartered in Germany. In 2018, the company was looking to implement a professional multi-lingual service desk that would allow it to focus on its core business offering. It also recognized that successfully meeting the needs of its 5,000 employees globally would involve working with a true partner, rather than a supplier.
Stefanini was selected on this basis, with its collaborative, co-creation ethos and flexible approach was a perfect match for Kelvion’s requirements.
The importance of this flexibility was demonstrated early in the partnership, when it became clear that the support model that was initially designed was not meeting the needs of the unique needs of Kelvion’s business.
With Stefanini, we now have a win-win situation where we’re handing over greater responsibility to the service desk, the team has become more engaged and is more likely to remain in their roles, while we get a team that truly understands how to support our business in a way that drives results
Here’s how Stefanini rose to the challenge, working flexibly and collaboratively to create a tailored service desk solution that has transformed Kelvion’s IT support offering through the power of partnerships.
Adapting to provide results
Stefanini kicked off the partnership by providing Kelvion with an IT service desk based in Sibiu, Romania, which offered first-level technical support to Kelvion employees globally via phone, email or chat.
During this initial phase of the partnership, it was mutually agreed that Stefanini could better meet Kelvion’s needs by significantly expanding the level of service it provided.
One of our key differentiators at Stefanini is that we tailor our solutions towards our customers as we know each client has a unique set of needs. We create adaptive contracts to ensure we remain agile to adapt to ever changing business needs.
As a result, Stefanini and Kelvion organized workshops to identify and agree what this enhanced service desk solution should look like. Stefanini demonstrated a flexible and agile approach by upskilling and expanding its solution, building a team that could also provide second and third-level support to Kelvion employees globally from the service desk in Sibiu.
“We knew that our IT service desk offering would only deliver the results we needed if we worked with a partner rather than a provider – and it’s this deep partnership that has driven our results with Stefanini,” says Thomas Muth, Head of IT Infrastructure and Operation at Kelvion.
“It’s this partnership approach that has allowed us to work together to develop a tailored service desk solution that truly meets our needs and drives real value for our business,” adds Thomas.
Real responsibility – and real engagement
There has been a major shift in the level of responsibility for the upskilled service desk, including, for example, managing Kelvion’s SAP solution, alongside day-to-day troubleshooting.
The team also has complete end-to-end responsibility for all tickets raised, managing the escalation of issues where necessary and ensuring employee satisfaction before closing tickets.
An additional benefit of expanding the remit of the IT service desk is that the technical support team get to do more interesting work and stay in their roles longer as a result, which in turn helps ensure they better understand and more effectively meet Kelvion’s requirements.
“With Stefanini, we now have a win-win situation where we’re handing over greater responsibility to the service desk, the team has become more engaged and is more likely to remain in their roles, while we get a team that truly understands how to support our business in a way that drives results,” adds Thomas.
‘One of our key differentiators at Stefanini is that we tailor our solutions towards our customers as we know each client has a unique set of needs. We create adaptive contracts to ensure we remain agile to adapt to ever changing business needs.’, says Nick Monger who is the Global Client Director responsible for managing the relationship with Kelvion. He adds, ‘We know for sure that once a scope of work is signed and agreed that it will only take a few months before tweaks and changes will need to be made to the service – and we see this as normal business practice.’
Communication and partnership powering results
Stefanini and Kelvion recently held a two-year anniversary party to mark the successful partnership and there is frequent communication between senior IT employees at Kelvion and the Stefanini service desk in Sibiu.
This communication and deep partnership has translated to improvements in end-user satisfaction levels, with an average satisfaction score of around 8/10 now anticipated.
‘We are very proud to have Kelvion as a true partner and we look forward to continuing to adapt our solutions to help Kelvion achieve their business goals.’, concludes Nick.
“Our recent two-year celebration is a nice illustration of the strength of our relationship and the value we get from working with a true partner rather than a supplier. The frequent communication and engaged team we’re working with, which includes longstanding, loyal team members who are growing with our business, has driven real results and significant positive feedback across our organization,” concludes Thomas.
