Microsoft is the world's largest software manufacturer, with headquarters in Redmond, Washington.

The challenge: Creating a global helpdesk solution
Providing consistent, global IT client support for internal hardware, software, networking, messaging and Line of Business applications is a huge undertaking for any large enterprise. But with its large base of technical clients, Microsoft’s IT group must provide this support while running its infrastructure on the company’s own pre-release software. Prior to 2003 more than 450 products and numerous hardware platforms across multiple languages were supported by three unique call centers and six different deskside support vendors for 65,000 clients around the world. The problem: levels of inconsistency for clients, depending on where they were located, and limited interaction across vendors for coherent thought leadership. In order to further improve its overall service and cost structure, Microsoft chose to consolidate its IT support vendors and provide a consistent global helpdesk solution.

Point B: Project leadership at every level
Recognizing the need for experienced vendor selection and implementation project coordination, Microsoft brought in proven implementation and project leaders from Point B. Our solution experts helped to identify business requirements, select vendors, and act as project leads in the transition from a regional to a global helpdesk solution.

We collaborated with Microsoft IT and implemented a transition plan to ramp up the new helpdesk vendor and phase out the exiting vendor, while ensuring no or minimal service interruption to Microsoft staff. The implementation plan included:

• Creating a dynamic load-balancing solution to route helpdesk calls to the appropriate international call center, based on factors such as call volume and time of day.
• Launching new facilities that met Microsoft’s industry-leading physical and network security requirements.
• Planning for business continuance and disaster recovery.
• Facilitating the transfer of knowledge and training from the existing vendor to the new vendor.
• Leading the development of best practices in such areas as the program management office, incident management, quality assurance and call escalations.

Throughout the project, Point B worked with the IT Global Helpdesk team to identify risks that might impact the solutions being implemented and to ensure overall project success. Specifically, we emphasized the need to balance global standards and best practices with regional needs and requirements.

Results: A global difference in service and savings
Microsoft successfully implemented a global solution that has met its original goals of improved client satisfaction, reduced costs and higher service levels. The solution has increased efficiency and collaboration among the vendors who provide vital call center and deskside support.

“Point B provided professional project leadership work, diligence and a real commitment to our Helpdesk transition project,” said Victor Bahna, director of Microsoft’s IT Global Helpdesk. “The project was a great success.”

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