Executive Summary
MAXIS Global Benefits Network (MAXIS GBN), a cloud-only Global Employee Benefits Network and re-insurance company co-founded by MetLife and AXA, operates a worldwide network of insurance companies across over 120 markets.
The company faced significant challenges due to the high demand placed on its in-house support team, which was exacerbated by previously slow response times from an outsourced support desk.
To address these issues, MAXIS GBN selected PSTG to provide a scalable and responsive IT support solution, resulting in improved productivity, streamlined processes, and substantial cost savings.
The Challenge
As MAXIS GBN expanded, the demand on its in-house IT support team grew significantly. The initial attempt to outsource the support desk was unsuccessful due to slow response times, leading to the service being brought back in-house. However, the strain on the in-house team remained, prompting MAXIS GBN to search for an outsourced solution that could act as an extension of the business and provide rapid, round-the-clock support for its 180 global employees.
The Solution
MAXIS GBN decided to trial PSTG’s support desk services for one month. This trial period aimed to assess whether PSTG could meet the company’s needs for fast and effective IT support across various time zones. The trial received overwhelmingly positive feedback from MAXIS GBN staff, leading to full-time engagement with PSTG.
PSTG’s support desk operated seamlessly with MAXIS GBN’s broader operations, offering expert IT support around the clock. This integration allowed MAXIS GBN to streamline their IT processes and reduce the burden on their in-house team.
"We used to work with a third-party outsourced help desk, but response times weren’t great. Speaking today, it would be very bad for us if we could no longer have PSTG’s service desk. It’s ingrained into our processes, so missing that would leave a big gap. They’re an extension of our team."
— Jak Maddocks, IT Manager at MAXIS GBN
What Was Asked of PSTG?
PSTG was tasked with providing a help desk that could offer 24/7 IT support to MAXIS’s employees worldwide. This included resolving technical issues promptly and efficiently, managing project workloads, and handling escalations when necessary.
“When it comes to projects, PSTG can manage the workload for us. With the service desk, we could have a laptop stop working for an employee in France, which is raised directly with the PSTG support team. The issue is either resolved or it’s escalated to us that the laptop needs replacing. It streamlines everything across the entire business.” — Jack Maddock, IT Manager at MAXIS GBN
Why the Solution Was Successful
PSTG’s tailored approach addressed MAXIS’s specific challenges with their previous outsourcing experience. The success of the trial was driven by positive user feedback, with many senior management members supporting the continuation of PSTG’s services.
"Everyone had a say in whether PSTG should be kept on beyond the one-month trial — the feedback was overwhelmingly positive. Many of those involved in senior management were also enthusiastic, so taking on PSTG’s services was a no-brainer for the board."
— Mike Angelides, IT Director at MAXIS GBN
Key Gains
Around-the-Clock Service Desk: PSTG supports 150 employees worldwide, addressing a range of IT and tech issues.
Increased Productivity: The in-house IT team can now focus on larger projects and improving business processes.
Enhanced Working Relationship: PSTG provides services across several areas, including service desk, projects, and reselling.
Cost Savings: MAXIS benefits from an entire team of engineers for the cost of expanding in-house support.
The Result
PSTG has successfully addressed MAXIS GBN’s issues of slow response times and an overwhelmed in-house team, achieving a 95% excellence rating for customer tickets.
The partnership has evolved to include licensing and project planning services, in addition to the support desk.
“I deal with the team at PSTG, and it’s been a really good experience. It’s freed me up as they’ve taken on a lot of work, and it’s not often I have to jump on and help them understand something. They learned our processes quickly in the first couple of months, and since then, it’s been a hands-off, collaborative relationship.
Compared to when we offered support in-house, response times and case resolution have shown a marked improvement. Coming from someone who was sceptical at first due to past experiences with outsourced support desks, I now feel that PSTG can adapt to most businesses. There’s no harm in trying a free trial yourself — they prove a lot of their worth in that trial.” — Jack Maddocks, IT Manager at MAXIS GBN
Conclusion
MAXIS GBN’s partnership with PSTG has significantly enhanced their IT support capabilities, resulting in improved productivity and growth. PSTG’s scalable IT solutions have provided MAXIS with the flexibility and expertise needed to navigate their complex global operations effectively.
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