IT Support
1st & 2nd Level Support at APC
After the sudden loss of its IT service provider, APC AG was faced with the challenge of securing reliable IT support for over 330 employees as quickly as possible. The HWS Gruppe took over first and second level support within a very short time, restructured processes and established a central knowledge database. Thanks to rapid familiarisation, efficient ticket dispatching and close coordination with specialist departments, downtime was reduced and central IT processes such as onboarding, offboarding and ERP support were optimised in the long term. Proactive cooperation on an equal footing led to a noticeable reduction in the workload of the internal IT department, clear responsibilities and long-term efficiency gains.
IT Support at APC
After the sudden loss of its IT service provider, APC AG was faced with the challenge of securing reliable IT support for over 330 employees as quickly as possible. The HWS Gruppe took over first and second level support within a very short time, restructured processes and established a central knowledge database. Thanks to rapid familiarisation, efficient ticket dispatching and close coordination with specialist departments, downtime was reduced and central IT processes such as onboarding, offboarding and ERP support were optimised in the long term. Proactive cooperation on an equal footing led to a noticeable reduction in the workload of the internal IT department, clear responsibilities and long-term efficiency gains.
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Customer Success Story – 1st & 2nd Level Support
Customer feedback: ‘What we needed was not an I T service provider, but a partner who gets things done without asking a lot of questions – that's exactly what the HWS Gruppe delivered. The transition couldn't have gone better.’
Challenge
After the sudden loss of their previous IT service provider, APC AG, a company in professional pest control, faced the urgent task of quickly finding a new IT partner. The goal was to ensure functioning IT support for over 330 employees across multiple locations without a long transition period, covering both first and second-level support. This project also posed a significant challenge for HWS Gruppe: In a dynamic environment and without a formal handover, we quickly familiarized ourselves with the existing infrastructure. Based on the available documentation, we independently gained a comprehensive overview and simultaneously addressed urgent challenges—while simultaneously building a sustainable support structure. This required overcoming not only technical challenges but also filling organizational gaps and establishing new processes with the client—under high time pressure and expectations.
Analysis
Our technical expertise and solution-oriented approach allowed us to dive into the systems quickly, even without complete documentation, identify weaknesses, and conduct targeted analyses. We were able to identify central improvement potential early on:
• Complex and inconsistent processes for onboarding and offboarding
• Missing or incomplete documentation of the IT infrastructure
• Inefficient ticket distribution and lack of overview of responsibilities
• Communication problems with external service providers.
These challenges were consistently addressed by documenting and optimizing processes, consolidating them into a central knowledge database. Meanwhile, HWS Gruppe relieved internal contacts by independently handling ticket dispatching and coordinating directly with third-party service providers.
Implementation
- Takeover: First & second-lv. support: HWS Gruppe quickly took over the entire ticket-based IT support. Through close communication with the employees, inquiries were processed quickly, solution-oriented, and reliably.
- Structuring ERP support and supporting HR processes: In the ERP system area, we were directly involved in operational support. Additionally, IT processes for onboarding and offboarding were redesigned and standardized in close coordination with the relevant departments.
- Provisioning and management of work equipment: HWS Gruppe took full responsibility for providing hardware, installing operating systems, and implementing required software. Employees now receive fully set-up devices—plug-and-play included.
Benefits
- Reliable support for over 330 employees: Through our support, we minimized downtime, increased customer satisfaction, optimized business processes, and created long-term competitive advantages by proactively solving problems and efficiently using resources. In the first four months, we delivered outstanding performance by successfully processing a significant number of tickets, always providing quick and precise solutions—with significantly shortened response times and a noticeable relief of the internal IT team.
- Efficiency improvement through optimized processes: The newly created knowledge database, clear responsibilities, and streamlined processes for employee onboarding and offboarding increase efficiency and reduce error rates.
- Proactive collaboration at eye level: Through self-responsible action, short communication channels, and a solution-oriented approach, a trusting collaboration between HWS and APC AG was quickly established. This proactive collaboration facilitated rapid problem-solving, strengthened team understanding, and ensured continuous process improvement.
Your contact for this helpdesk project:
Glenn Galea
- Chief Sales Officer -
- Vertriebsleitung -
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