Overview

Client: EnQuest

Sector: Energy

Services: Outsourced IT Service Desk, Transition Management, Future Technology Mapping, Continuous Improvement Planning and Knowledge Base Development

Technology: IT Service Management Toolset

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About Sword Resolve

Let Sword take care of your managed service to support and provide the levels of service and care that drive customer loyalty, while you focus your team’s skills on growing your business.

Resolve, our managed service function, is the end-user’s first point of contact with the IT function. Sword considers the performance of this function to be vital to the quality of the overall service delivered to your business.

We have experienced teams available to handle incidents and service requests, acting as the interfaces to the rest of the IT function. This experience is supported by our knowledge of quality toolsets and technology to provide a responsive, proactive and customer-focused service.

The Customer

As part of EnQuest’s strategic vision to be the operator of choice for maturing and underdeveloped hydrocarbon assets, they are focusing on ways to achieve operational excellence, differential capability, value enhancement and financial discipline.

Solution

Historically Sword have provided IT staff, onsite, to support 500-1000 users based in EnQuest’s UK and Dubai offices and offshore, managed by EnQuest staff.

Sword designed a solution to support EnQuest in building and operating a stable and fit-for-purpose IT function that meets their business needs today, as well as mapped out their future technology journey to make the most of the digital innovation options best aligned to meeting their evolving business objectives.

A 3-month transition plan was agreed which included moving their IT teams to Sword’s local Aberdeen office and implementation of our IT Service Management (ITSM) software toolset delivered by Resolve, Sword’s IT service desk.

Results

Focus areas for achieving real results were across customer satisfaction levels, the performance of the IT service desk and the processes within their IT operations.

Moving from an onsite IT service delivery model to the Sword Resolve offsite IT service desk improved customer satisfaction levels of EnQuest IT users across all locations from Day One of the new service. The Resolve team focused on earning customer trust by understanding their needs and exceeding expectations.

Resolve redefined the approach to recording, monitoring, analysing and reporting on the success of the IT service desk. By tracking the right metrics for monitoring IT Service Performance, we overhauled the way the IT service was understood by EnQuest management to inform decisions and adapt to ever-changing requirements.

Gathering meaningful feedback and implementing key findings quickly has helped EnQuest really value our IT service desk and feel they are being heard.

Service Level Adherence (SLA) management, multi-site support and our Customer Service Improvement (CSI) Plan has helped our Sword IT staff become more productive and service our EnQuest end users better.