Adventus Singapore wins top IT Services award in SBR National Business Awards

The company was awarded for providing efficient 24/7 IT support to Toyota Motor Asia Pacific.

Lockdowns and work-from-home arrangements as a result of the COVID-19 pandemic necessitated the IT management team at Toyota to redesign and revamp the traditional support strategies employed to support their 800 computer end-users.

Toyota needed a new support model that was able to see them through the pandemic but was still relevant after it. After weighing different options and evaluating proposals from technology partners, a decision was made to outsource Toyota’s IT End-User Support to Adventus Singapore Pte Ltd.

Adventus provided a 24/7 remote help desk where all IT end-users' service requests were channelled to the company’s professional, cost-effective, and capable help desk that provides first-level troubleshooting and fulfilment.

It also handled the manpower required for the helpdesk. This was also to ensure that users’ needs are promptly met, and issues are expediently resolved.

To ensure that an all-rounded IT support was provided, Adventus also furnished full-time on-site IT staff augmentation with backfill, where IT engineers were stationed on-site at Toyota’s offices. Issues or service requests that were not resolved remotely were routed to these on-site engineers, hence providing full support for all of Toyota’s IT issues or service requests.

Meanwhile, trained backfill IT engineers will take the places of the primary engineers when they are not available for any valid reason to ensure that Toyota has the same number of engineers ready to serve its users on any given workday.

A designated Adventus service delivery manager with reporting and management responsibilities was then assigned to Toyota as a main liaison to the Toyota IT management team to ensure that key service delivery metrics are met and to assure that Toyota is in control of service outcomes.

For this project, Adventus was given an award for IT Services in the recently concluded SBR National Business Awards.

The prestigious annual awards programme launched in 2016 honours local and homegrown companies in Singapore and recognises outstanding projects that greatly contribute to Singapore’s fast-growing economy.

In giving this award, the judging panel took into consideration several features provided by Adventus for Toyota.

There is the Adventus ServiceNow ticketing system and workflows which logs all cases and service requests, builds a knowledge base, provides insights into issues, trends, and requests, and other adjunct services.

It also recognised its Call Centre Management Solution which helped Toyota handle and route all incoming calls efficiently, create tickets automatically, manage engineers’ performances, gain insights into call trends, and generate service performance reports.

Toyota leveraged Adventus’ suite of remote support tools to provide secure and effective remote support to their computer end-users.

The results were taken note of. This includes having reliable and continuous support with no interruption, better end-user experience and faster resolution. Access was given to the diverse expertise of a big team that had specialisations across multiple IT disciplines, on top of its state-of-the-art systems and tools.

All in all, it provided an opportunity to review its scalability and for management to have better control of its services.

The SBR National Business Awards is presented by Singapore Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for your company's exceptional contributions to the local business landscape in Singapore, please contact Bianca Peñaranda at [email protected].