People love chat, but take care with self-help

People love chat, but take care with self-help

Chat and self-help use are steadily increasing as large multinationals continue to develop their IT support. This was the clear message from a recent survey of 18 large global companies’ IT support services undertaken by h2index for a large financial services company. All the companies are . . . → Read More: People love chat, but take care with self-help

Are you customer centric?

Are you customer centric?

“How do we improve user experience” was the question posed to h2index by a sector-leading global company earlier this year. This followed a two year restructuring of its end user services (EUS) delivery, which included moving to one global supplier for all telephone and on-site IT support, and weaning staff . . . → Read More: Are you customer centric?

Cutting costs by stealth

Cutting costs by stealth

Costs savings of up to 50% on a company’s total telecommunications bill are the stuff of corporate dreams and should have senior managers shouting from the rooftops.

Remarkably, some companies are achieving these savings without the expensive roll-out required by most sophisticated new IT services: no fanfare, no training, no . . . → Read More: Cutting costs by stealth

Cloud management

Cloud management

The development of cloud computing has been a journey: initially companies simply put their data storage onto the web, now large and complex software services are provided over the ether. Broadly speaking, cloud computing means contracting out the provision of any, or all, of: infrastructure, development platform or entire software service. In . . . → Read More: Cloud management

Astonishing benchmarks

Astonishing benchmarks

“When we started the end user services (EUS) benchmarking seven years ago, we thought the range of results would be small. IT management processes were well known, large chunks of the environments were uniform with most using Exchange for their emails and a Microsoft desktop, managers were experienced, everyone used the same . . . → Read More: Astonishing benchmarks

Unified Communications Forum - May 2013

Unified Communications Forum – May 2013

The latest h2index unified communications (UC) forum was hosted by AstraZeneca in London in May 2013. Ten large multinationals attended representing a range of industries including pharmaceuticals, chemicals, energy, consumer goods, finance and professional services.

Lync has clearly become the UC platform of choice. As previously reported, IT . . . → Read More: Unified Communications Forum – May 2013

The frontier of collaborative opportunity

The frontier of collaborative opportunity

h2index has just completed a research study into IT collaboration and strategy for a global manufacturing company with 50,000 employees in 80 countries worldwide. Our client wanted to test its collaboration strategy against the broader market. h2index interviewed a representative sample of multinationals from a range of industries to . . . → Read More: The frontier of collaborative opportunity

Microsoft Office365 Forum

Microsoft Office 365 Forum

The latest Microsoft Office365 enterprise user group was hosted by Nokia in Helsinki on 27th and 28th February 2013 and organised by h2index. Seven large multinationals attended representing a range of industries including pharmaceuticals, professional services, consumer goods, energy, finance and telecommunications, together with Microsoft for part of the event.

. . . → Read More: Microsoft Office 365 user group

Riding the unified communications tidal wave

Riding the unified communications tidal wave

h2index has recently completed a survey of approximately 200 users taking part in a Microsoft Lync pilot for a global manufacturing company. The pilot was one element of a strategy project to develop the company’s approach to unified communications (UC), decide which suppliers (Lync, Google or CISCO) to . . . → Read More: Riding the unified communications tidal wave

Unified communications forum - November 2012

Unified communications forum – November 2012

h2index hosted the latest unified communications (UC) forum at Shell in London on 15th November 2012. Seven large multinationals attended representing a range of industries including pharmaceuticals, chemicals, energy, consumer goods, finance and entertainment.

UC is clearly changing the way people work and underpinning radically new business processes. . . . → Read More: Unified communications forum – November 2012