OOCL Appointed GTI to Implement Help Desk System For Catering Future Business Challenges
To secure its leading market position in the increasingly competitive cargo transport and logistics industry, OOCL appointed GTI to implement a Help Desk System which significantly expands its capabilities of incident and problem management.
(HONG KONG - 4 July 2005) Global Technology Integrator Limited (GTI), a leading solutions integrator in Greater China, has implemented a Help Desk System for Orient Overseas Container Line (OOCL) since 2003. This system enables OOCL to automate incident notification and escalation reporting, facilitating faster customer feedback and most importantly, raising the value of service excellence to customers.
Committed to be an innovative international container transport and logistics service provider, OOCL has continuously applied new technologies to facilitate faster and more reliable transit times. Recognizing that superior customer service also plays a key role in maintaining itself as the leading industry player, OOCL appointed GTI to design and implement a customized Help Desk System for improved contingency measures.
To cope with increasing numbers of incidents such as problem notification and escalation due to business expansion, OOCL demands a powerful yet fully automated Help Desk solution to alleviate intense manual effort and enhance more streamlined workflows. Noticed that there is huge room to improve synergies across current IT infrastructures, GTI built and customized a fully automated Help Desk application by incorporating Remedy's AR system as the core solution platform.
Possessing outstanding features ranging from seamless integration with third-party tools, provision of a web browser environment for multi and remote user access with common GUI etc, GTI's customized Help Desk System is a user-friendly software in which automation of critical business processes be easily deployed at departmental and Internet levels.
With leveraged capabilities to build a substantial number of complete application suites, the Help Desk System encompasses extensive business processes, including:
- Customer Relationship Management (CRM)
- Electronic procurement
- Asset management
- Quality and bug/defect tracking
- Leads management
With a unified, standardized central repository to maintain workflow logic for all mission-critical business applications of OOCL, significant cost savings on incident escalation was reported. On top of that, sophisticated incidents and problems now become easily traced, managed and reflected to the management level.
"We appreciate very much for GTI's endeavor on the implementation of the Help Desk project, as the new applications add great value to our current IT infrastructure." said Nelson Ho, IT Assistant General Manager of OOCL. "With solid experiences in deploying other large-scale applications across different industries, plus an enterprise-proven application that GTI has provided to us, we are glad that a significant increase in operation productivity has been recorded since HDS was deployed."
Orient Overseas Container Line (OOCL) is a wholly owned subsidiary of Orient Overseas (International) Limited (OOIL), a public company (0316) listed on the Hong Kong Stock Exchange. OOCL is one of the world's largest integrated international container transportation, logistics and terminal companies and, is one of Hong Kong's most recognized global brands, providing customers with fully integrated logistics and containerized transportation services, with a network encompassing Asia, Europe, North America and Australasia.
Remedy, a BMC Software company, headquartered in Mountain View, California, provides Service Management software that enables organizations to automate and manage internal and external service and support processes. The Company's out-of-the-box, best practice applications help customers align service and support with business objectives. These applications, including Help Desk, Asset Management, Change Management, Service Level Agreements, and Customer Support, are built on the highly flexible Action Request System development platform.
About Global Technology Integrator Limited
Global Technology Integrator Limited (GTI) is a leading IT solutions integrator which has delivered inspiring IT solutions and professional services to various industries and government since 1989. Over the decades, GTI keeps abreast with the evolution of technologies and business modeling to respond swiftly to market demands by partnering with global technology vendors, providing innovative solutions and delicate services.
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