Sony is a global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony Europe is a subsidiary of Sony Corporation with Corporate Headquarters located in Surrey. Its role is to manage and develop the company’s electronics business across Europe.

The Challenge

Sony were seeing their costs rise in relation to their IT support above what they were comfortable with. To that end, they needed help with negotiating new deals with their existing vendors or identifying alternative vendors in order to manage their costs.

The Solution

Initially, we worked to outsource and centralise the IT help desk. In order to reduce cost, we supported the Sony procurement team with the review of a number of new outsourcing partners. This culminated in the selection of a new partner. We additionally aided Sony in negotiating the support contract and service agreement.

Alongside this, we implemented a digital workplace technology platform with a rationalised European-wide applications suite.

We led the effort to transform digital workplace technologies, reduced and standardised the applications portfolio on a Europe-wide basis, consolidated directory services, authentication, security and patching, and rolled out a new email infrastructure.

The Results

We increased critical server patch coverage from 78% to 97%, reduced the applications portfolio from 195 to 43, and by moving the infrastructure estate from OpEx to CapEx released £638k per annum.

Customer satisfaction scores for IT support improved from 67% to 96% over two quarters.

Standardised support via a centralised service capability, improved efficiency and reduced the cost of IT support by 40% per annum.
Chris Jackson
VP Service & Operations, Sony