End-User Device and Warehouse
Support
Summary
We provide full support for laptops, desktops, and
multifunction printers across over 120 sites in the DACH region.
Our services include ticket-based field support, logistics coordination, SLA-driven interventions, and 24/7 helpdesk availability.
Devices are staged, repaired, and dispatched from our warehouse in Germany, ensuring rapid turnaround and full traceability.
Our services include ticket-based field support, logistics coordination, SLA-driven interventions, and 24/7 helpdesk availability.
Devices are staged, repaired, and dispatched from our warehouse in Germany, ensuring rapid turnaround and full traceability.
Business Challenge
Clients require reliable support for mixed fleets across
urban and remote locations, management of multiple SLA
tiers, minimal downtime, and complete ticket visibility
with fast escalation.
Outcome
- 98.7% SLA compliance across service tiers
- 35% reduction in device downtime within the first
quarter - Over 120 dispatches per month to end-user sites
- Positive client feedback for reliability & professionalism
- Strong coordination between helpdesk, field engineers,
and client IT teams
Our Solution
- Support HP EliteBook laptops, Lenovo Think Centre desktops, and Canon
multifunction printers - Maintain over 500 replacement units and spares for rapid dispatch from our
warehouse - Deploy certified field engineers for IMACD services across the DACH
region - Operate a 24/7 multilingual helpdesk (German and English) to support onsite
technicians - Track all interventions with serial numbers and full documentation
- Maintain inventory of all the parts in the warehouse
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