Client: Nobleza Piccardo (British American Tobacco) Industry: Manufacturing Solution: Asset Management and Help Desk
Nobleza Piccardo, a leading company in Argentina’s tobacco industry chose SONDA for the provision of Service Desk and Support services for microcomputing users at their plants in the Argentine Republic, together with their BAT plants in Uruguay and Paraguay.
Nobleza Piccardo produces high quality cigarettes in Argentina since 1898, and is currently the biggest company in the industry in the country. It is a part of British American Tobacco, the tobacco holding with the largest international presence in the world.
Increasing the levels of service and control of acquisition costs
The main business needs that drove the project were the increase in the service levels, the absence of any operational management, the alignment of the services with ITIL best practices and the optimization of total costs in the acquisition of an IT platform.
Furthermore, the services provided by SONDA should work as an effective tool against failure in pro-activity and against the lack of updating in asset management, thus improving Nobleza Piccardo’s IT operation in an overall manner.
A swift and transparent implementation, with the lowest impact on end users
SONDA’s solution, that took into account the implementation of the Aranda world class system for Asset Management, was articulated and designed by a specialized team, with the temporary incorporation of staff external to the service during the transition. This implementation project was carried out applying Project Management Institute (PMI) methodologies, the best practices in ITIL services and analyzing the inherited deficiencies, all of which resulted in a swift and successful stabilization of the service, with a transparent change of supplier for the end user.
This project includes Service Desk Nobleza Piccardo Argentina, BAT Uruguay and BAT Paraguay, on site and on demand Field Support, preventive and corrective technical support for the production area, physical support for IT inventory and Telephony management and support. All this with detailed SLA’s establishing the service standards.
Weekly metrics, service levels, the swift implementation of a World Class tool, and the consolidation of a specialized work team.
The impact of the implementation of this set of solutions is enormous. In first place, because the clients expectations of having weekly and customized metrics and service levels were met. Besides, the implementation of a World Class tool for swift and transparent Asset Management was also achieved, together with the consolidation of a work team (incorporated into SONDA to provide services at Nobleza Piccardo) that was capable of anticipating any problems that could occur.
This successful experience enables Nobleza Piccardo to continue relying on SONDA, a company that beat other competitors in the private tender, as their technological partner due to their vast regional track record in the implementation of this type of solutions, the recommendations from other clients, the application of proven methodologies, their understanding of the key factors for the success of the project and their attractive economic proposal, among other factors