InfoServices, a wholly owned subsidiary of Hi Tech Informatics is the largest supplier of IT support services to IBM in India. The exclusive partnership with IBM began in 1999 and later on set the standards for long term trust based partnerships in Indian IT industry . Hi Tech Informatics support services has been critical to IBM to deliver internationally recognized services to companies such as Bharati, Income Department of India, ABB and Royal Bank of Scotland.
Hi Tech Informatics is strategically located all over India to provide quality support services to any customer in any location. The company has 7 zonal offices and 16 branch offices. A zonal office is a large office with training facilities, dedicated HR staff and adequate spare supplies. A branch office is comparatively smaller office with one or more of the mentioned facilities. Typically, 2-3 branch offices report to a zonal office, which in turn report to the main office located at Chennai. Info Services believes in empowerment and open-door policies. All our branch offices and zonal offices take independent decisions for staffing, training and serving customers needs. In addition to the 23 offices, Hi Tech Informatics has engineers present in several on-site locations for providing 24*7 services. There are a total of 67 of onsite locations, some of them with multiple engineers, even in challenging locations such as Andaman and Nicobar Islands and NESA states. Thus with 90 locations (offices and on-site), 1600+ employees and 24*7 operations, Info Services is a high quality and trusted partner to IBM.
Performance and Awards
Hi Tech Informatics supplies a wide range of support services to IBM. The company’s portfolio consists of server support, Info Services has a wide customer base with numerous small projects and nearly 20 large projects. Typically, the larger projects include critical service support with stringent SLA’s. Some noteworthy customers are – Bharati, Royal Bank of Scotland, ABB, ABN Amro and Canara Bank.
“We express our sincere thanks to you and your team members for extending your excellent support for the smooth roll over of our NAP network from the existing router to the new router” – S Phani Krishna, Senior Manager, Canara Bank Info Services has been a top performer for IBM. The company has been “Green” in all areas of stringent IBM metrics that are measured monthly – flexibility, dependability, communication, reporting and statutory requirement. Info Services has also secured a very high overall score of 83.3 in 2009-10 IBM supplier performance evaluation. Our commitment to high quality and attention to detail has won numerous accolades. Some of the recent recognitions awarded by IBM are – “Best IBM support partner in India (2005- 10)”, and “Best IBM sales partner in South India 2005, 07, 09”. “Starting from reviewing the data, to handsome response and resolution times, healthy response time capturing percentages, daily performances ranking of circles to infuse healthy competition, value add initiatives like user education through mass mailers – you name it and they have done it all. This has been greatly made possible because of the efforts of guys like Pravin & Team, with the aid of the Circle SPOCs, Prashant and Sunil from the Central Team, to have a thorough understanding of the tool and make intelligent use of it. I think it is time that we stand back & acknowledge the great work done by all of them” – Gautam Roy, IBM India Private Ltd
Hi Tech Infor has made investments in new technology areas to evolve with rapidly changing IT market. Some of the new technology investments are in Data center operations, Remote maintenance, Unix server support and Network structured cabling.
Data center operations – There is a new buzzword in the IT-market and it is called “cloud computing”. Info Services recognizes that data centers are the backbone of cloud computing. Info Services currently operates the data centers in Bharti, Vodafone, ADKV, and ABB/RBS. In 2010-11, Info Services will continue investing and collaborating with IBM to expand its solutions to establish, build, and operate data centers.
Remote maintenance – Hi Tech Informatics has worked with IBM to reduce the cost of operations while maintaining the high quality level. One recent initiative of remote tool implementation was in ABB; Hi Tech Informatics implemented the IBM Ayudame software.Ayudame helped Info Services and IBM reduce the cost of operation by a considerable margin. In 2010-11, Info Services will continue to collaborate with IBM to bring down the cost of operations.
Unix server support – Hi Tech Infor forayed into Unix server support in 2005. In RBS, Hi tech Informatics provided 24*7 Unix support. Following the tremendous success of this project, Info Services has invested heavily in forming a skilled Unix support team.
Network structured cabling – Hi Tech Informatics installed the network cables in CBDT, Canara Bank at multiple customer location across India. Our superior performance and attention-to-detail was well appreciated by the customer. Such initiatives, improve the brand value of both IBM and Info Services.