The Challenge
A retail firm with over 50,000 employees was finding it hard to cope with the volume of calls to their PC support team. The call queues were increasing in length as staff had been pulled away to deal with other IT projects.

The Solution
EACS provided an IT Engineer accustomed to working within a customer environment. The engineer was used as an additional resource to deal with more complex calls and help reduce queues to an acceptable level. As an EACS employee, the engineer was able to work more efficiently by focusing solely on IT issues.