this case study

IT Services
Global food company Bakkavör
improves IT service and support
invoicing, and HR. “It’s critical all these systems and processes
work effectively, to ensure our businesses are efficient
and productive.” Her team supports around 5,000 users,
calculated based on the number of Active Directory accounts.
However, Keenan says, 20-30 people may actually use the
same account at a single factory across different shifts.
An award-winning provider of fresh
prepared foods and produce, Bakkavör
Group operates in 10 countries and employs
over 18,000 people.
Overview
As you would expect, IT is critical to the smooth running of this
global business. Bakkavör’s IT department is based in the UK.
“From here, we support a large number of UK and mainland
Europe businesses,” says Hayley Keenan, Helpdesk Manager.
“We have IT representatives onsite but they aren’t geared up
to provide engineering support, which is why we outsourced
to BT.”
Bakkavör’s IT includes key factory and business systems for
manufacturing and production, including planning staffing
levels, ordering ingredients, and running production lines.
“We work in fresh prepared foods so timescales are critical in
getting ingredients in, producing products, then delivering
them to customers,” says Keenan. The technology that
manufacturing depends on has to be running smoothly,
minimising any downtime.
In addition to this ‘business systems support’, Keenan says her
department must also deliver ‘normal’ IT support for servers,
PCs and other equipment at factory sites used for activities
including marketing, processing customer orders, finance/
Solution
For almost 10 years, BT has provided Bakkavör with highly
responsive break/fix maintenance services UK-wide across
servers, desktops, laptops, printers and peripherals, helping
the centralised IT function deliver consistently high service
standards to a diverse and demanding user base, along with IT
procurement, additional project resources, Managed Print and
Professional Services.
Working closely with BT
engineers and the account team
makes the whole operation
smoother, which means we deliver
a better service for end users.
Hayley Keenan, Helpdesk Manager,
Bakkavör Group
IT Services
The company is predominantly a HP shop; moves in recent
years to standardise around HP saw the warranty side
originally sub-contracted by HP to BT. “In 2005 we decided to
work directly with BT,” Keenan says. “This was an opportunity
to improve and extend the service; to make the process far
more efficient, to log calls faster and make communications
even smoother. We already had a great working relationship
with BT.”
When users experience problems, they call the internal
Helpdesk. “We troubleshoot and anything where we diagnose
the need for an onsite engineer, something we can’t fix
remotely, we contact BT. Its Service Desk personnel are always
very friendly, they log the call efficiently, and engineers
are sent very quickly – the same day if a call’s logged in the
morning,” says Keenan.
Why BT?
single PC used by a marketing assistant – for sites ranging
from large factory complexes with several different lines,
to small sites with 150 staff, as well as covering a spread of
locations from Edinburgh in the north, to Lincolnshire on the
east coast, to Dover on the south coast and Somerset to the
west. “We receive a very good service,” Keenan adds, “and BT
offers competitive pricing.”
For two years, Bakkavör has also purchased all of its hardware
and software via BT. In addition, BT manages the company’s
Microsoft Select agreement and a handful of businesses use
Managed Print service. The company also uses BT to provide
resource for projects on an ad hoc basis; for example, a major
Windows upgrade that involved replacing a large number of
PCs and laptops. “BT provided resource for a number of weeks
to image machines and install them,” Keenan adds. “They’ve
also provided audits to help in managing our hardware assets.”
BT has a highly responsive team of specialist field engineers
available throughout the UK, 24 hours a day, 365 days per
year.
The same engineers tend to be sent to the same businesses,
so they already have a good working relationship with
employees at that site; they know the business and don’t
have to be chaperoned around. They also know the processes
Bakkavör’s Helpdesk has to follow and work to achieve them;
for instance, if they have to change a PC hard drive, they know
the processes to re-image that machine remotely.
In this way, Keenan says, the service as delivered “reduces
downtime for Bakkavör employees. Working closely with BT
engineers and the account team makes the whole operation
smoother, which means we deliver a better service for end
users.” This might cover everything from repairing a server
associated with a critical manufacturing process, to fixing a
Find out more:
For hardware maintenance,
BT is competitive and provides
a valued service. We have
confidence it will deliver a good
service and also be flexible. BT
understands our business, how we
operate and the high standards
we expect in IT support.
Hayley Keenan, Helpdesk Manager,
Bakkavör Group
itservices@bt.com
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