스트라이커

“제가 만난 모든 systemsGo 직원분들과의 교류는 매우 훌륭했으며, 그들이 우리의 목표를 진정으로 이해하고, 관련된 모든 이들에게 최상의 결과를 이끌어내기 위해 우리와 협력하고자 한다는 점을 진심으로 느꼈습니다.”

–Paul Collings, IT Senior Manager

Challenge

In the early 2010’s, Stryker opened operations in Japan as part of a carefully planned expansion into Asia. It was already a well-established medical technology company in the USA, and ensuring successful operation in a country with differing primary language to its own meant communication would be vital.

systemsGo was tasked with delivering on technical support expertise and value in new office operations, with its multilingual communication capabilities. Complimenting the growth of Stryker in the region, systemsGo’s partnership with Stryker also grew from Japan to an Asia-Pacific wide regional relationship.

Solution

systemsGo provided on-site support at Stryker’s Tokyo office, and eventually to seven locations in APAC, 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 local to regional, are the result of the reliability, effective communication, and service excellence that systemsGo has provided for over 10 years. In 2022, systemsGo has over 25+ staff in 7 countries, providing L2, L3 user support and troubleshooting, as well as end-user hardware and software support.

In 2021, systemsGo Australia’s team won an major internal Stryker award for excellent performance. In 2022, the team have backed this up with more award-winning performances that and have earned the praise of Stryker’s top management.

“또한 귀사의 팀이 정말 훌륭하다는 말씀을 드리고 싶습니다. 어떤 문제든 해결하지 못하는 팀원이 한 명도 없었고, 모두 미소를 잃지 않고 일해 주셨습니다. 이번 일에서도 (팀원분들은) 정말 슈퍼스타 같았습니다. 제 소프트웨어 문제를 해결해 주셔서 업무를 재개할 수 있게 해 주셨을 뿐만 아니라, 단 하루 만에 다른 노트북으로 전환해 주셨습니다. 하드웨어와 소프트웨어의 세부 사항을 잘 모르는 우리 같은 사람들에게 IT 문제는 정말 큰 스트레스가 될 수 있지만, 귀사의 팀 덕분에 항상 모든 것이 원활하게 진행됩니다.”

–Aaron Vlass, IT Manager Regional Service Delivery