Reference: GfK SE

Reference: COMPAREX Premium Helpdesk for GfK Data Services

THE HiGHEST STAnDARDS fOR iT AvAilAbiliTy GfK’s business involves immense volumes of data

GfK was founded in Nuremberg in 1934 as the “Society for consumer research“. Today, the GfK Group is represented by over 130 subsidiaries in over 70 countries, making it one of the world‘s largest market research companies. In addition to other services, the GfK determines the ratings for German television.The company’s nearly 7,800 employees are primarily responsible for providing specified information to markets and consumers around the world. Anyone who collects, processes and dis-tributes so much information certainly has the highest stan-dards when it comes to IT. GfK has relied on support from COMPAREX* as a MultiVendor Helpdesk customer since 2001. In 2005, this spectrum of services was extended in the form of a COMPAREX Premium Helpdesk contract.

One contact for all iT problems

COMPAREX‘s MultiVendor Helpdesk principle is extremely simple and convenient for GfK. Whenever an IT problem occurs – re-gardless of the time or type of issue – GfK’s IT staff can contact a specialist who will immediately handle the situation and do ev-erything to find the fastest possible solution. With a MultiVendor Helpdesk contract, IT problems can really be solved with just one call or an email. Of course, COMPAREX‘s MultiVendor Helpdesk offers a number of other advantages. Personal support, individualized coordination

The personal Technical Account Manager, or TAM for short, is responsible for GfK‘s IT systems and employees every step of the way – from organizing the first workshop and providing com-prehensive support to developing new solutions. The Technical Account Manager is GfK’s qualified contact person who initiates and coordinates the necessary measures and cooperation with other specialists. He ensures the clear communication, organizes meetings, workshops or on-site work and serves as the liaison to internal teams at COMPAREX or to vendors. COMPAREX‘s

Helmrich StreitmatterIT ManagerGfK Data Services

“We support a number of different server systems in a very heterogeneous system environment at our data center in Nuremberg. In order to ensure the sta-ble operation of these systems, it is essential that we receive direct hardware support from the respective vendors while maintaining quick and direct contact to each software provider. The MultiVendor Support from COMPAREX was very convenient for our needs. This ad-dition to our own very well-trained IT staff is the ideal solution for our software support requirements.“

Key facts

INDUSTRY: Market research

SOlUTION: Premium Helpdesk Support, 24x7 support, vendor-inde-pendent premium calls, a flexible TAM hours contingent

MultiVendor Support provides a personal connection to COMPAREX‘s extensive expertise and vendor services.

* formerly PC-Ware Information Technologies AG

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Reference: COMPAREX Premium Helpdesk for GfK Data Services

SOlvinG PROblEMS wiTH vEnDOR KnOwlEDGE

Among other things, the COMPAREX MultiVendor Helpdesk is the first and only Authorized Support Center for Citrix in Germany, a Microsoft Gold Certified Partner and Novell Platinum Partner. The GfK called on the COMPAREX MultiVendor Helpdesk to solve a wide variety of different problems relating to Novell, Microsoft, Citrix, TrendMicro or Suse which occurred during regular operations and transitional phases. There were also some cases that the MultiVendor Helpdesk could not solve on its own – but did manage together with the vendor. For example, TrendMicro wrote a hot fix specially for one of GfK’s errors in just one week. The prequalification of the problem by COMPAREX‘s MultiVendor Helpdesk made this possible. Thanks to the flexible billing system for calls and TAM hours, GfK was able to save both time and money in the process.

Predictable costs – and a flexible service account

No one knows what problems will occur before they hap-pen – not even COMPAREX‘s MultiVendor Helpdesk. But we can make the costs of this service more transparent with the flexible TAM hour quota. All services for the GfK, including work performed by the vendor, are billed using a service hour credit. The larger the quota, the more affordable it is! For ex-ample, GfK commissioned a project in which the online server was subjected to a load balancing test. These services were conveniently billed using the TAM hour quota. On-site work performed by Microsoft later on was also covered by the same quota. The COMPAREX Premium Helpdesk contract also gives GfK the opportunity to purchase independent vendor premium calls and flexibly use these with Microsoft, Novell or Citrix as needed. We offer everything from a single source – with no extra payments.

when it comes to top priorities, there is no plan b

GfK‘s business is based on having the latest possible informa-tion. If problems occur with the company‘s IT systems, a quick response must be guaranteed. With the Premium Support con-tract, the TAM is on the job in less than 60 minutes. His respon-sibilities include escalation management according to defined priorities, serving as the contact person for all technical issues and organizing all necessary measures.

When it comes to top priority calls (a problem which prevents operations), the TAM is always involved until the issue has been downgraded in intensity. As an IT professional, he does more than just coordinate the Helpdesk services or on-site work. The Technical Account Manager is also proactive about providing his clients with information on the latest developments. For ex-ample, COMPAREX regularly holds technical round table talks on the topic of GfK‘s current IT environment.

iT Environment

COMPAREX SUPPORT RANGE: Adobe, AutoDesk, CA, Citrix**, McAfee, Microsoft**, COMPAREX, PGP, Sophos, Novell/Suse**, TrendMicro**, Utimaco, Veritas, VMware, Symantec

** services that have been utilized by the GfK

Vendor(Consulting/Support)

Workshops

Consulting

Strategymeetings Support

Development

Trainings

TAMhours

Services that are included in the COMPAREX TAM hours contingent