Context
The GIE AMT’s main mission is to manage the global IT of 8 regional desks of Crédit Agricole.
Each of these desks is considered by the GIE as an « external » entity : the GIE-desks relation is considered as a customer-supplier relation in its own right.
Inside AMT, an entity is dedicated to a support service for the regional desks’ executive management as well as for the entity’s General Staff.
Mission
AMT entrusted d2X Expertise, in accordance with its security policy, with :
- The VIP-SPOC function,
- Technical management of the 3 level support team : about 10 technicians,
- Monitor technological developments on mobility tools,
- The creation and update of technical bases, including preliminary activities of qualification,
- Fonctional steering of deployments.
Issues and Goal
In a social context strained by a major reorganization, it is vital for GIE AMT to :
- maintain healthy relationships with its VIP stakeholders,
- garantee a service level specific to this population, which is besides concerned by the stakes and consequences of the reorganization.
Benefits
In spite of the context, 3 months after the beginning of the mission, a trust-based relationship is created with :
- all VIP users,
- the local technical teams in charge of onsite interventions.
The stakeholders particularly enjoy the effectiveness of requests handling and the responsiveness for incidents management.
Success stories
