Orange Information Systems Group - New help desk service doubles efficiency and dramatically improves user satisfaction for global shipping company.

Case Study: Mitsui O.S.K. Lines

Mitsui O.S.K. Lines Ltd (MOL) already had a help desk provided by an external company. The service, however, had started to deteriorate. The company concerned was experiencing rapid turnover of its own staff, and had begun to supply help desk engineers who weren’t sufficiently IT literate. This meant that considerable time and effort had to be spent in training the help desk staff who were then expected to support his own users.

Orange Information Systems Group’s (OISG) first task was to understand the systems it was supporting. It did this by thoroughly analysing and documenting MOL’s systems in a specific manner for the help desk. This served two purposes; firstly, it helped OISG understand the problems likely to be faced by the users, and secondly it created a documented help desk knowledgebase. MOL will never again be so exposed and dependent upon a single help desk provider.

“The engineers now spend a greater portion of their time on problem-solving rather than user-handling.”
- Mark Adkins, Senior IT Manager, MOL Europe

Download the Mitsui case study (PDF, 877KB)