This cross-functional unit provides support and IT infrastructure management services. Steria offers clients a global production platform using shared tools and processes to provide both local support services and shared expertise centres. The Katowice centre utilises the Group’s infrastructure management expertise. It offers extensive opening hours, multilingual services, and the continuity of service required by companies to support their international development.
A new lever for creating value Covering 1,370 sq. meters (15,000 sq. feet), the Katowice service centre opened its doors on October 15, 2007. This multilingual international platform specialises in support services (management of incidents and user requests; system and network supervision) and remote infrastructure management. It currently handles incidents reported in four countries (France, the United Kingdom, Germany and Belgium). Other Group subsidiaries will be added to the list in the coming months. "The opening of the Katowice service centre is a key step in the Group’s industrialization strategy. The centre will centralise and provide first-level support for 70 to 75% of customer requests, and will send the remaining 15% of incidents and requests to the appropriate centre of expertise in Europe," said Sandrine Gilat, Steria Project Director.
The centre will benefit from the latest technologies -- shared by all the Group’s service centres -- to ensure continuous voice and data services (high availability, disaster recovery plans, overflows, inter-site back-up solutions for call centres, etc.). By industrialising its processes and production tools, Steria improves both the reliability of its infrastructure and the quality of its services while offering more competitive prices.
The Steria Information System Department is the leading customer of the Polish centre. "Our goal was to increase the efficiency of our infrastructures and provide better service to our users," said Eric Messigny, the Risk, Quality, and Information System Manager for Steria. "We migrated the support services of our financial tools in just one night, with optimal security. That was a key requirement for the Financial Department of a listed company."
To ensure continuous operations with the Group’s other service centres, the IT infrastructure at the Katowice site is both redundant and secure. Access to the Polish centre is controlled via a biometric solution in order to maximise security. Furthermore, in order to reduce costs, the network and telephone infrastructure is based on a VOIP solution.
The platform includes 50 hotline technicians, monitoring agents and service administrators, all trained in French and English expertise centres (notably in Roanne, Sophia, and Warrington). The trainees worked closely with the onsite teams for several weeks, which guaranteed a smooth, efficient migration. The workforce at the Katowice centre should reach 140 by March 2008.
Global Delivery Unit: an innovative organization to further improve local customer services The inauguration of the Katowice centre extends the European network of service centres making up the Steria Global Delivery Unit (GDU).
By standardising processes and tools -- based on ITIL -- in all its service centres, Steria designed an organization to guarantee continuity and quality of service for its customers. This standardization makes it easier to quickly, accurately and efficiency locate the resources required to resolve an incident, whether they be onshore or offshore. Steria makes commitments concerning the maximum time required to process customer requests, based on SLAs (Service Level Agreements). The Group monitors the resolution of incidents and service requests in real-time, whether they are handled by the Polish Global Service Desk or after they have been sent to the appropriate centre of expertise. This "multisourcing" strategy enables Steria to offer personalised service to its customers, combining local services with economies of scale, and guaranteeing excellent quality of service by encouraging the development and sharing of best practices.
Plans for rapid development of the Katowice centre Steria is already considering the development of the Katowice platform and an extension to its offer by adding BPM (Business Process Management) activities. The centre currently answers customers in both French and English; support in German and Spanish will be available soon. These plans are part of a more general momentum driven by the acquisition of Xansa which, thanks to its sites in India, will further enhance the Steria service centre network.
About Steria: www.steria.com The leading end-to-end IT services provider in Europe for companies which consider new technologies a vital part of their business strategy, Steria focuses on setting up strategic partnerships with its customers in each of its key markets: the public sector, finance, telecommunications, utilities, and transport. Steria offers customers integrated services including consulting in core business processes as well as the development and operation of information systems. In October 2007, Steria acquired the British firm Xansa. The new group includes over 18,000 employees in 16 countries. On December 31, 2006, Steria pro forma sales totalled ¤1.8 billion. The Group, headquartered in Paris, is listed on Euronext Paris, Eurolist.
Groupe Steria press service Isabelle Grangé Tel.: +33 1 34 88 64 44 e-mail: firstname.lastname@example.org TBWACorporate Armelle Amilhat Tel: +33 1 49 09 26 47 e-mail: email@example.com
Sophie Lemaire Tel: +33 1 49 09 26 51 e-mail: firstname.lastname@example.org
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