Case Studies /

MAS Holdings (Sri Lanka)

MAS Holdings is a leading apparel manufacturer in Sri Lanka with 53 manufacturing facilities across 17 countries employing over 93,000 employees. Their clients include several global brands
Problem statement
Stax Sri Lanka needed an expert IT support partner to help them transform their IT systems while replacing and managing their inefficient IT infrastructure and outdated connectivity solutions. The obsolete systems in Stax Sri Lanka, coupled with slow and unreliable internet connections, were hindering their capabilities of delivering a premium service to their clients. Matters were made worse by the fact that they were experiencing serious issues with their IT support.
How the issue was impacting the client
Stax’s Colombo office supports the US operations with research, data analytics, data visualization and statistical support. They also provide a wide range of consultancy services. Because of the inefficient systems in place, Stax found it hard to effectively leverage their IT department to deliver customer centric results. This resulted in time and money being spent to solve IT related issues that consistently hindered the completion of their projects.
Objectives
Reduce the issues faced with recruiting, training and retaining IT staff across the island.

Optimize IT support and implement a centralized help desk to support 4000+ devices globally in a secure manner.

Minimize the resolution time for reported incidents.
Service Provided
We specialize in placing outsourced IT staff for onsite and remote help desk services at MAS. As one of two providers, our experts deliver end-user support, server and network management, and comprehensive risk management solutions.

Set up a centralized remote IT help desk for MAS group, aligned with ISO 20000 and ITIL best practices.
Objectives
  • Oversee and support the EverService IT team in managing daily tasks and operations according to the client's work schedule. This includes end-user support, portal management, and server/network support. Leverage global IT talent to reduce staffing costs.
Service Provided
Provide dedicated IT resources to manage the day-to-day IT operations of the EverService IT Department, including end-user support, servers and cloud infrastructure maintenance, task automation and of IT team management.
“Working with Eureka has been a game-changer for our technical support needs. Their offshore IT team members come well educated in technology, English-proficient, and consistently professional. From Level 1 to Level 3 support, their knowledgeable team handles issues quickly and effectively, providing seamless support that feels local. Highly recommended for any organization looking to elevate their help desk services”

Todd Walton,
VP, Enterprise Infrastructure - EverService (USA)
“We chose to work with Eureka because of their unique combination of world class processes, talent and experience. This helps us focus on our core business and technology innovation as they have a competent and professional team that works in partnership to keep the lights on”

Jehan Mutaliph,
CIO - MAS Holdings (Sri Lanka)
Service Provided
Provide dedicated IT resources to manage the day-to-day IT operations of the EverService IT Department, including end-user support, servers and cloud infrastructure maintenance, task automation and of IT team management.

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