Case Study: Thales UK
Transforming the Service Desk and improving the meeting room experience at Thales UK, part of the Thales group.
A standardized room design with remote management and support to accomodate the needs of Thales UK.
The challenges with meeting rooms at Thales around the UK were many. Following multiple mergers and acquisitions and with dispersed office locations, there was little consistency or compliance to a corporate standard or consistent “ownership”. The meeting rooms were the source of many complaints coming into the Service Desk, and it wasn’t just interoperability or software, but basic issues such as non-functional hardware and cables missing or disconnected.
The Cyviz solution includes the Cyviz Easy Server with remote support and management functionalities, centralized distribution of upgrades and the Usage Analytics module and also the Easy Controller software. The solution fulfilled the needs of modernizing, standardizing and optimizing the meeting rooms and the meeting experience within Thales UK.
We couldn’t support videoconferencing from endpoints, only from meeting rooms. It wasn’t a good experience, and there was no standard (in the meeting rooms). We couldn’t deliver support remotely. It was impossible to deliver a timely response (to room related issues). The creation of these central and standardized room solutions is paramount to guarantee uptime and reliable support for the different business units, which range from Defence and Aerospace, to Transport systems supporting London Underground. Altogether, it gives the Service Desk the best possible starting point when investigating issues and resolving problems faster. Danny Polaine, Technical Service Delivery Director.