Company Profile: Red Bull North, Americas

In 1982, Dietrich Mateschitz became aware of products called “tonic drinks”, which enjoyed widespread popularity throughout the Far East. His idea to market these functional drinks outside Asia evolved whilst he sat at a bar at the Mandarin Hotel in Hong Kong. In 1984, Mateschitz founded Red Bull. He fine-tuned the product, developed a unique marketing concept and started selling Red Bull Energy Drink on the Austrian market in 1987. This was not only the launch of a completely new product, in fact it was the birth of a totally new product category.

Thanks to its unique formula Red Bull Energy Drink vitalizes body and mind. Red Bull gives you wings. It was made for moments of increased physical and mental stress and improves endurance, alertness, concentration and reaction speed. In short: it vitalizes body and mind.

The effectiveness of Red Bull Energy Drink has been proven by a large number of scientific studies and is appreciated by many of the world’s top athletes and drivers, opinion-leaders and hard-working people with active lifestyles.

A total of 4.631 billion cans of Red Bull were sold worldwide in 2011, representing an increase of 11.4% against 2010.

In all key areas such as sales, revenues, productivity and operating profit, the figures recorded were the best in the company’s history so far. The main reasons for such positive figures include outstanding sales, especially in key markets such as the USA (+11%)

As of the end of 2011, Red Bull employed 8,294 people in 164 countries.

Business Situation:

The Red Bull North America service desk was seeing agent turnover of nearly 100% every 4-6 months with first call resolution of less than 30%. As a result RBNA wanted to switch outsource providers to achieve higher first call resolution. Problem repetition rates had risen to approximately 20% signaling that symptoms were being corrected but permanent solutions to correct root-cause issues were being left undiscovered.

Additionally, the Service Desk offering needed to expand coverage for Latin America with native speaking agents.

Technical Situation:

RBNA’s provider was using an old custom help desk solution that did not provide for ITLI-based process support, workflow, or any advanced analytics. The desire was to switch to a cloud-based solution that would provide for custom workflow and analytics allowing agents to drill from symptom to the exact root-cause and solve each incident permanently.

Solution:

Red Bull North America turned to OTI to provide a comprehensive solution. The OTIITIL V3 methodology provides a systematic and professional approach to the management of IT service provision.

Mark Schneider, Red Bull North American Head of Technology, stated; “Excellence in technical support is an integral part of the Red Bull IT experience. Our partnership with the OTI Service Desk ensures we provide a consistent high quality user experience throughout the Americas, regardless of how or where they may be. We knew this outsourcing partnership was the way to go when OTI shared their practices with our team. OTI has quickly proven to be a great partner and has managed services consistently exceed our KPI objectives”

The OTI service desk utilizes the ServiceNow Service Desk cloud service which is a powerfully simple, highly social and available through any browser tool. It is built on the IT Infrastructure Library (ITIL), and gives RBNA and OTI the freedom to completely configure the application. Combining social IT and self-help offers RBNA employees a simple and familiar way to request assistance, goods and services from IT. You can empower the agents and user population to answer common support questions and to access knowledge articles for immediate answers. And if they need something from IT, they can call a native speaking agent, open a quick chat session, email or make a request in the same way they make online purchases.

Benefits:

Adopting OTI’s service desk guidance offers users a huge range of benefits that include:

• reduced costs
  • RBNA growth has created an 30% increase in reported incidents while Service Desk costs have remained unchanged over last 36 months
  • Repeat problems have decreased from 27% to 3% in same time period
• improved IT services through the use of proven best practice processes
  • 1st call resolution has risen from 26% to over 80% in 36 months
  • RBNA users now can order all items in a published service catalog through a self-help portal. All requests have customized approval workflows.
• improved customer satisfaction through a more professional approach to service delivery
  • The latest survey indicated over 76% of service desk users are highly satisfied with the service provided by OTI. An increase of 50 percentage points over 36 months.
• standards and guidance
  • monthly plus on-demand analytics are shared and used to target services and employees who require more assistance than the standard user.
• improved productivity
  • RBNA has decreased the headcount of 2^nd-level support personnel by 50% with OTI service desk
• improved use of skills and experience
  • RBNA has seen no agent turnover in the last 36 months
  • RBNA has started adding additional responsibility to OTI such as mobile device provisioning and application support

Products and Services Used:

With over 25 years of experience, OTI specializes in service desk and desktop/server management solutions.  The integration of best of breed tools, combined with OTI’s service desk process solutions, consulting, training, installation, and support provide clients with maximum efficiency, ease of use, and return on investment.

Help Desk/Service Desk

OTI delivers competitive and innovative service desk solutions to satisfied clients throughout the United States, Canada and Latin America.  From consulting and staffing to installation and support, we can assist you in taking control of your service and support needs.  Our professionals have extensive experience and knowledge in ITIL and industry best practices.  We regularly receive rave reviews on our exceptional execution.

Desktop and Network

OTI also offers a comprehensive array of technical services including network design, implementation, trouble-shooting, consulting, mobile device provisioning, application development and desktop system management.  Through our partnerships with ServiceNow, Lenovo, IBM, Apple, Microsoft, Cisco and VMWare, we provide IT professionals greater control and simplified management of their entire infrastructure – saving time, resources, and money. We can reduce the cost of support and effectively maintain and report compliance with regulations, standards and licenses.