"I would like to deploy our service desk with Fujitsu all over Legrand’s world"
Philippe Mezan, IT Infrastructure Manager, Legrand
Legrand provides access to the basic energy of electricity, it is the global specialist in products and systems for electrical installations and information networks in residential, commercial and industrial buildings. With a presence in more than 70 countries and a workforce of over 33,000 people, Legrand in 2011 made sales totaling over €4.25 billion.
Legrand does more than half of its business in the commercial and industrial sectors. In line with underlying global trends, Legrand is strategically positioned in promising markets. New economies represent close to 35% of its sales, a share that is expected to continue growing as these countries increase in strength. In mature countries, 60% of sales are made in the maintenance and renovation markets. Legrand’s electrical and digital infrastructures market is valued at approximately 65 billion euro.
Legrand is a company proud of its French roots but with a truly global outlook. Its operations span multiple countries, time zones and language requirements. In such an environment delivering Service Desk support, meeting user demands and providing incident management was proving to be costly and resource intensive.
Legrand needed a partner with a global presence, expert knowledge and specialist capabilities in order to provide faster responses to IT problems, a consistent service experience for all users and cost-effective solutions that could be quickly and easily implemented alongside successful ongoing delivery.
“There is DNA compatibility between our two companies and not only on the core values we both have,” says Philippe Mezan, IT Infrastructure Manager, Legrand.
Legrand and Fujitsu have a longstanding relationship and in spring 2008 Legrand signed a contract with Fujitsu covering managed service desk services and on-site support for an initial 4 countries: France, England, Ireland and Turkey. Since then a number of other countries have been added and Fujitsu is now providing desktop support services and a managed service desk to Legrand in 23 countries. Fujitsu delivers a consistent, cost-competitive, multi-lingual service desk, with the same processes and standards used across the global.
The service desk is the single point of contact for all incidents, service requests, change requests, problems and access requests in the user’s IT environment. Located at the Fujitsu center in Lisbon, the service desk provides 24/7/365 customer service and support. It provides multiple support channels (phone, fax, email, web-chat and user self help) and now covers more than 12,000 users in ten languages and handles an average of 6,000 calls per month. This service is supplemented by on-site desktop support services in all 23 countries.
“Fujitsu’s strength for us is the people in Lisbon. They are very committed. I meet them minimum twice a year and I can see how they are dedicated to Legrand. That makes the difference.”
Read the full Legrand Case study (378 KB/A4, 2 pages)