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Delivering Global Operations Excellence for a Leading North American Airline

Client Description

A global leader in environmental services, this company specializes in water management, waste management, and energy solutions. It focuses on improving access to resources, while preserving and replenishing them, through innovative services and technologies. Serving a wide range of public authorities, communities, and industries, the company is committed to sustainable development. Its operations span multiple countries, where it provides tailored solutions to enhance resource efficiency and ecological transformation. With a strong emphasis on corporate social responsibility, the organization works diligently to address environmental challenges, supporting the circular economy by turning waste into resources and reducing carbon footprints.

Challenges

As with any organization, the reliance on their employee base is necessary to fulfill the global objectives of the firm. Globally this can be further complicated not only by national borders, by the reach of global partners to facilitate services. In reality, the company expressed several key areas where they were seeking improvement,

  • Perception of higher than expected costs for Hardware Procurement/Leasing

  • Expensive and Unorganized Lease Return Program

  • Protracted Resolution timeframes.

  • Inconsistent Service standards from country to country.

The Results

  • 99% New User supported distributions from Depots (Q4, 2024)

 

  • 45% Effective Program Cost Reduction from Previous Global Solution

     

  • 96% Percentage of Users, Globally, receiving NBD support

Solution

AVASO was brought in by an incumbent partner to support the global effort outside of North America. AVASO reviewed the business requirements of the business unit and coordinated a solution leveraging a mix of dedicated resources (Staff augmentation), depot services, and in rare instances local dispatch support. All of this was designed from the very beginning on the then current North American support model which had been well received by the Client. AVASO also introduced a leasing partner that could facilitate competitive hardware acquisition programs via localized presence across the vast majority of end users while AVASO directly supported hardware procurement where leasing was not feasible for the remaining users.

Benefits

  • Integrated ITSM: Direct connectivity between the Prime Contractor and AVASO offers a seamless methodology for ticket creation, support, and resolution with full visibility to the Client.

  • Lower Cost Acquisition: AVASO is able to source product locally and primarily facilitate direct leasing or offer a direct sale to the Client without the engagement of third party resellers, which facilitates a lower cost model.

  • Regionalized Account Management & Support: AVASO has key stakeholders that are partner and end-client facing throughout APAC, EMEA, and LATAM that can locally address, expedite, escalate, and resolve any conceivable challenge.

  • Global Standard: Effectively an extension of the Prime Contract holder in North America, AVASO has modelled a solution on the client’s accepted approach which has elevated the service delivery outcomes and enabled higher internal CSAT scores.