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PBT GroupSupport Services on demand

Support Services on demand

The Company

An emerging markets mobile telecommunications operator, and one of the most valuable brands in Africa, at the forefront of technological and digital changes, offering voice, data and digital services to retail customers in the 22 countries.

The Business Challenge

Establishing a business critical support function for the BI solution/s across its operations whilst meeting their unique operational demands and budgetary constraints.

The Solution

The implementation, establishment and evolvement of Support Services and associated processes across 15+ countries, ranging from basic 1st line – to 2nd and 3rd line type support based on a model that allowed for onsite, offsite (remote) or a hybrid resource presence. The support team/s would comprise of BI Support Consultants, technical expertise, analysts, as well as a Services Manager/s based on the specific need of each operation. The support model provided for a less formal, or an SLA based service, with the option to engage in an end-to-end maintenance and support Managed Services Agreements.

The Value Proposition

A flexible, cost-efficient support function enabling the client organization to focus on its core business.