31.08.2010 | Austria

S&T Austria is the new European-wide IT service desk partner for Knorr-Bremse AG

With effect of August 2, 2010, all IT service desk inquiries from every facility in Germany and Austria of the globally operating company Knorr-Bremse have been routed to and handled by the Viennese subsidiary of the S&T Group. The world market leader for braking systems has a worldwide presence with 65 locations in 25 countries. The help desk concept developed by S&T Austria will be successively expanded to other countries.
S&T Austria wins international tender of Knorr-Bremse AG
  • Outsourcing concept prevails against prominent competitors
  • Expansion planned throughout Europe after successful implementation in Germany and Austria

Austrian IT competence on a world journey

Well positioned internationally, S&T is paving the way for new cross-border projects. Knorr-Bremse, the market leader for braking systems used in rail and commercial vehicles has about 14,400 employees. The company selected S&T Austria as its IT help desk partner.

Knorr-Bremse invited all well-known IT service providers in german-speaking countries to take part in a tender. S&T was chosen by Knorr-Bremse as its future service partner. S&T will service all Knorr Bremse subsidiaries and offer local “native speaking support”. The project implemented by S&T Austria is being expanded to Germany and to other countries. “Longstanding experience and mutual trust were a good starting point in the tender process. After all we had to prove ourselves against 30 competing firms. We are very pleased that the management of Knorr-Bremse decided for us”, says Eduard Bugelnig, Country Manager of S&T Austria.

High level: quality assurance via SLAs

The user help desks in Austria and Germany have been merged into one central contact point in Vienna. S&T employees are out in the field to personally deal with inquiries and solve problems, and to serve as an interface to the Knorr Bremse IT department.

The approach featuring local support combined with centralized management (one face to the customer) convinced Knorr-Bremse. The broad-based IT competence of S&T and the transparency of service level agreements also turned out to be strong arguments.

Christian Ihring, IT manager at Knorr-Bremse, is familiar with the high demands of the automobile industry. “We have multi-shift operations and many processes take place “just in time“. Our top priority is to ensure the availability of our IT systems, and this is guaranteed by S&T with service level agreements. S&T presented the most convincing solution, it combines availability, synergy effects and country-specific flexibility“, Christian Ihring comments.

Central ticketing with local contacts

The concept is based on a centrally coordinated ticketing system offering complete cost transparency per workplace and can be flexibly expanded. S&T aims to leverage language synergies by bundling the german-speaking region to create a unified help desk team. The rollout to further countries will be featured by “native teams” of S&T subsidiaries and their partners supporting Knorr-Bremse on site.

“For us it is important that S&T in its role as general contractor guarantees smooth operations in compliance with the service level agreements. Competent and cooperative partners such as S&T are the pre-requisite for innovative further development of our IT systems”, Ihring says about the advantages of the outsourcing concept.

Innovative workplace management plays an important role in the service offering of S&T. “The future belongs to modern outsourcing concepts“, continues Eduard Bugelnig. “They give IT managers the freedom and flexibility to concentrate on strategy, process optimization and cost management“.

For further information please contact:
Eduard Bugelnig
Cell: +43 664 60191 1163
eduard.bugelnig@snt.at

Thomas Streimelweger
Cell: +43 664 340 26 78
thomas.streimelweger@snt-world.com