Award-winning, regional I.T. support in Asia-Pacific, including Australia, China, Japan, Singapore, Thailand and Hong Kong
Multilingual support for a multinational company
A growing 10+ year relationship from local to regional partnership
“My interactions with all the systemsGo staff I have met have been excellent and I truly feel they understand our goals and want to work with us to get the best outcome for all involved.”
–Paul Collings, IT Senior Manager – Stryker
Challenge
For systemsGo, being entrusted with supporting a world leader in medical technology was a challenge with great responsibility. However, the team embraced the challenge like all work – understanding the requirements and goals of Stryker and devising a support strategy to fulfil those needs.
In the early 2010’s, Stryker had recently opened operations in Japan in what was a carefully planned expansion given the market opportunity in the country. It was already a well-established medical technology company and ensuring successful operation in a country with differing primary language to its own meant communication would be vital.
systemsGo would need to deliver on technical support expertise, value in new office operations and communicate using multilingual abilities.
Solution
To support the newly commenced operations in Japan, systemsGo provided on-site support at Stryker’s Tokyo office, on both scheduled and as-required basis. A dedicated team of multilingual engineers would provide support, user troubleshooting and technical expertise. Any requests to the support team would be managed via Stryker’s own ticket system, demonstrating flexibility on the part of systemsGo.
As needs changed over time, this solution was extended to deploying full time, multilingual engineers to the Stryker offices, and extending the scope of work to include support for projects involving IT hardware kitting, IP Phones, and Operating System and Cloud Migrations.
Results
The expansion of services from the beginning of operations are the result of the reliability, effective communication, and service excellence that systemsGo has provided for over 10 years in Japan. In 2021, systemsGo has several full-time engineers at Stryker’s Japan offices, providing L2, L3 user support and troubleshooting, as well as end-user hardware and software support.
A major success of the relationship between Stryker and systemsGo has been the recently established regional support deal. The partnership in Japan now extends to Stryker’s other Asia-Pacific offices, with requirements across the region were similar to those in the Japanese offices. systemsGo is now providing its expertise and services to Stryker’s service teams in Australia, China, Singapore, Thailand, and Hong Kong.
In 2021, systemsGo Australia’s team was nominated for an internal Stryker award for excellent performance.
About the client
Stryker is one of the world’s leading medical technology companies. They offer innovative products and services in Orthopaedics, Medical and Surgical, and Neurotechnology and Spine that help improve patient and hospital outcomes.
In addition to offices in Asia-Pacific, Stryker have a presence worldwide in the Americas, Europe, the Middle East and Africa.