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The client is a Fortune 100 Company; one of the world's leading providers of essential technologies to developed, developing and emerging countries. The client wanted to develop a Global Centre of Excellence as a centralized solution for Application Support, which would drive operational excellence, process improvement and efficiency. The customer had 40 employees spread among 16 different organizations and around 500 contractors from 20 different vendors and 40+ statements of work. This fragmentation had wide variation in processes, tools, customer service and cost. Softtek recommended a model aimed to simplify the organizational structure, streamline the processes, and raise customer satisfaction.
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