Best Service Provider (gold): Team Computers : STeamed Up Services

Last year, while Team Computers could not clinch an award in the Best Service
Provider category, this year, by concentrating on managed services the company
managed to grab an award in the category.

By improving its managed services, the company was able to enhance its
service deliveries. Another aspect that Team Computers essentially concen-trated
on was improvising response time through voice and remote assistance. Team
ensured that they had better management tools within the premises so that they
were in a position to extend proactive services. Moving forward, the company is
looking at further extending training to the support staff, in terms of
improving their soft skills and the requisite technical skills.

Team took a conscious decision of investing in manpower and added over 300
employees to take the headcount from 1,200 to more than 1,500. While 10 new
members were added to the management, delivery personnel, software developers,
project delivery members and customer support engineers were also engaged for
various projects. At the moment Team has a national toll free help desk to cater
to customers across the nation. Its service infrastructure also includes ERP for
real-time service management and world-class SCM. The company has about 24
branches, 300 support locations and 1,000 engineers.

Team Computers won the Best Service Provider Gold Award (A file picture of Ranjan Chopra who receivied the award in 2007)

72 percent of manpower at Team is engaged in ensuring better services through
Remote Technical Support. This fiscal the support staff were also provided with
TIL, Cisco, Red Hat Linux, Project Management, MCSE, HP server (PSC), IBM, Acer
and Lenovo certifications. Team infused a sum of Rs 50 lakh to strengthen its
service infrastructure in 2008.

Improvising the service structure constantly helped the service provider bag
two significant projects including that of Mckinsey where Team connected the
client's server room located at the 22nd floor to the new server room in the
basement. All 22 floors were drilled in order to pull the fiber through it. The
entire project of 700 VoIP nodes on UTP and 2,600 meters of fiber was to be
completed in record time of 10 to 12 days.

This included supply and installation of all passive and active components
required in networking projects. The server room was designed and the required
racks were installed with high quality workmanship. The entire basement office
area was also covered under wireless network by Team. In addition, there was a
Barclay project, wherein the ISO level bank wanted Team to deliver under
watchful eyes. By automating their reporting process in one department Team was
able to save 144 man days of Barclay's employee. Team automated the client's
reporting process for eight departments due to which quick decision making was
possible for them and all the required reports were made available at a common
place.

Pooja Sharma

poojas@cybermedia.co.in