How we helped a US headquartered provider
support its EMEA customers

Case Study

How HTG helped FSLogix provide support to its EMEA customers

20th March 2019

FSLogix is an international provider of innovative solutions that reduce the amount of hardware, time, and complexity required to deliver excellent desktop and application virtualisation experiences.

Growing from a dedicated founding team to a significant buyout from Microsoft, with offices in the US and Europe, FSLogix provided support services to its global client base from a local US-based support desk located between its headquarters in Atlanta, Georgia and Utah office. FSLogix experienced a significant increase in sales in Europe, the Middle East and Africa (EMEA), so additional dedicated resources were required to provide customer support services, in line with the challenge of dealing with customers across global time zones.

HTG has provided consultancy and support to FSLogix from the company’s inception as a licensed reseller and with many client transformations incorporating the FSLogix solution suite, HTG has extensive knowledge of the FSLogix portfolio of products. Due to our proven technical expertise, FSLogix appointed us to develop and provide a bespoke support model to its EMEA customers.

The support model includes delivering the following services:

  • 1st line support and queue monitoring and response
  • Triage and incident/problem escalation
  • Advanced troubleshooting/problem management
  • Platform assurance/analysis of non-FSLogix related issues – service issues due to incorrect setup or wrong selection of Azure products, poor storage/networking issues etc.
  • Support FSLogix in ensuring products have been implemented correctly by customers and performing due-diligence and delivery assurance
  • Pre and post-sales support

ISO 27001 Technical Support

Based at our 24/7 Technical Support Centre, which is ISO27001:2013 accredited and headquartered in South Tyneside, our dedicated specialist support team are the first point of contact for FSLogix EMEA customers. This allows us to deal with FSLogix customers’ issues quickly and efficiently and keep their businesses running smoothly. HTG is one of five key FSLogix partners in the UK and the only one which provides integral support services to FSLogix customers. This has led to our support team gaining a reputation as the “go-to” team for support and development issues.

As a trusted advisor to FSLogix, our expert consultants are embedded at every stage of the customer journey and provide an extra layer of knowledge to the FSLogix technical team during the sales process. HTG also sells the license to deploy FSLogix products and offers aftersales support. Furthermore, we continue to provide an excellent service to the EMEA customers who have previously had limited support, as well as providing advice on the more demanding calls being logged within the Americas and APAC regions.

Following its acquisition by Microsoft in 2018, FSLogix is set to further expand its global reach and we look forward to supporting the company and its customers throughout this growth journey.

Brad Rowland, Microsoft Vice President commented, “As sales of FSLogix in EMEA accelerated we needed a support partner to take on the role so we could focus on ramping up the business. HTG had already proved their capabilities with a number of consultancy engagements so we knew we could trust them for our support. We received so many glowing reports about their support, the knowledge of the support staff and their ability to respond in a timely, professional and knowledgeable fashion. EMEA was the top-selling area for FSLogix and HTG were key to this by knowing that support was taken care of and we could concentrate on winning the next set of business.”

 

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