24/7 Service Desk and Level II Onsite Support.
Knoll, Inc. is a constellation of design-driven brands and people, working together with their clients to create inspired, modern interiors. From furniture to acoustical elements, their brands — Knoll Office, KnollStudio, KnollTextiles, KnollExtra, Spinneybeck | FilzFelt, Edelman Leather, HOLLY HUNT, DatesWeiser and Muuto — reflect the Knoll commitment to modern design, meeting the diverse requirements of high performance workplaces and luxury interiors.
24/7 Service Desk and Level II Onsite Support
Following a change in IT leadership, it was apparent that the current in-house Service Desk could not meet the demands of Knoll. There was no team dedicated to handling incoming incidents and service requests. Without this capability, the Knoll IT staff was torn between resolving incoming service requests, and working on strategic projects that supported the company’s growth. With an upcoming Oracle ERP implementation, it was clear Knoll IT needed a partner to handle the day-to-day support activities so internal staff could focus on this large-scale project. The solution: a 24/7 Service Desk team with ITIL-based metrics, providing live-answer support for incident, change, and request management. A longtime Contegix client, Knoll recognized Contegix could meet the new demands efficiently and cost-effectively, and with round-the-clock availability. The partnership began with Level I support for 1,800 associates.
The Contegix team quickly adapted to Knoll processes and business applications, such as JD Edwards, Oracle EBS, and the Microsoft Office Suite. Knoll Senior Director of Infrastructure, Larry Kilian, added, the transition was “the smoothest cutover” they had experienced to date. During the first three months with Contegix, ticket volume increased considerably. Contegix worked with Knoll to implement ITIL processes and automated workflows, becoming more efficient and reducing overall call volume by 13%. Today, the Contegix 24/7 IT Service Desk handles roughly 2,500 tickets per month, adding additional support services like onsite Level II support. Contegix provides a full-service end-user experience, supporting Knoll desktop and server applications, standard hardware, custom business applications, as well as facilities workflows, and other nonIT requests. With Contegix fully integrated, Knoll has gained significant improvements in response time and user-experience, in addition to business insights through data analytics.