Arvato Services - Bertelsmann

Nexgenn trains Arvato Services – Bertelsmann to Support Microsoft Office Products

The Background

Arvato Services – Bertelsmann is the leading international provider of customised global outsourcing solutions for supply chain management and relationship marketing services for national and global corporations. Their services include customer relationship management, fulfilment, financial services, data management, production, print services, distribution, and E‑commerce solutions.

Arvato Services – Bertelsmann are the preferred outsourcing supplier to the Microsoft Corporation in delivering technical and end user support to Microsoft customers across Eastern Europe.

Nexgenn Consulting has been selected by Microsoft to deliver Microsoft Office Support training to Arvato Services – Bertelsmann “New to Support” IT team across Eastern Europe. Having already visited both Arvato Services – Bertelsmann in Estonia and the Czech Republic, the Nexgenn team delivered specialised technical training to a core element of “New to Support” IT Professionals.

The Task

The Support Professionals came from a multitude of backgrounds and countries. Their levels of experience varied from novice user to experienced user. Nexgenn was tasked with the job of increasing their product knowledge, customer interactive skills, and most importantly their troubleshooting and problem solving skills.

Many of the trainees would eventually be placed into positions where they would be supporting a range of users from the general public home user running various Microsoft Office editions to the corporate users running Microsoft Office Enterprise Edition with other supporting platforms such Microsoft Exchange Server and Microsoft Systems Center.

The Solution

Groups were trained by region and user level knowledge. Over a four week period Nexgenn’s team of Microsoft Certified Trainers, who are all MCSE certified, delivered targeted Microsoft Official Curriculum training to those who would become first level support personnel

The more advanced users were selected to receive training on Implementing Managing and Maintaining Microsoft Windows Server Network Infrastructures and Managing Microsoft Systems Center products

All the training was delivered using a combination of instructor-led training with hands-on practical sessions with real-life scenarios.

Within 4 weeks of our training delivery, the support professionals had been placed within their respective call centres spread across Eastern Europe, and were answering support calls from Arvato Services – Bertelsmann customers with success on behalf of Microsoft.

Summary

Feedback from Arvato Services – Bertelsmann has been very positive. Their support team continue to put into practise what they have learnt, and having continued exposure to customers enhances their experience. Arvato themselves have achieved the goal of increasing the support desk capability on-time and on-budget.

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