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As a service
Simplifying Hardware Management and Scaling Efficiency
NSC’s DaaS provides end-to-end hardware solutions in a single subscription, ensuring up-to-date technology while reducing capital expenditure and operational costs. With global expertise, we streamline hardware management, maintenance, and upgrades, enabling businesses to scale efficiently and improve cash flow in today’s subscription-driven economy.
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Agile, Scalable Network Resources for a Cloud-First World
In a cloud-first world, NSC’s NaaS empowers your business with scalable, consumption based, off balance sheet network resources to enhance agility and reduce costs. Backed by 67 global logistics centres, our tailored solutions ensure seamless integration, continuous optimisation, and end-to-end support, enabling your network infrastructure to evolve with your business needs.
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Scalable, Cost-Effective Infrastructure to Drive Operational Efficiency
IaaS is reshaping business models, driving digital transformation through cost-effectiveness, scalability, and agility. NSC’s IaaS empowers your business to adopt consumption-based models, eliminate outdated infrastructure and scale infrastructure up or down. With robust security, regulatory compliance, and energy-efficient practices, our solutions enable seamless integration, reduce overheads, and support sustainable growth—all backed by 24/7 expertise and global reliability.
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Flexible, Scalable Field Services with Real-Time Monitoring
Field services, once seen as non-strategic "commodity" services, are now essential to the life cycle needs of a modern IT ecosystem. NSC’s FSAAS offers flexible, scalable, and cost-effective solutions that leverage AI, IoT, and applied observability for real-time monitoring, predictive maintenance, and seamless service delivery. Our Service Aggregator model streamlines vendor management, improving efficiency and ensuring high-quality outcomes.
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Insights
Putting Emotion into AI for Real Business Value
NSC Global believes that while artificial intelligence (AI) has become a powerful business tool, its true potential is only realised when it is combined with human emotion and judgment.
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What is Infrastructure-as-a-Service (IaaS)?
IaaS provides flexible, cost-effective infrastructure management, reducing waste, simplifying operations, and supporting evolving business needs.
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NSC Welcomes Jessica Patel as Chief Financial Officer
Jessica Patel joins NSC Global to lead financial strategy and sustainable growth.
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Circular Economy & Green Logistics
As the logistics industry evolves, sustainability and efficiency are taking centre stage. In Logistics Business, our Chief Digital and Marketing Officer, Paul Warburton, explores how circular economy principles and real-time data solutions are transforming the sector—reducing waste, optimising operations, and paving the way for a greener future.
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At a Glance
- Client: German Automotive Company
- Industry: Automotive
- Services: Field Service as a Service, Device Servicing & Service Desk
- Coverage: 330 global sites and 41 countries
- Scale: 100,000+ users
Highlights
- Seamless IT support transition across 330 global sites and 41 countries with almost zero disruption
- Workforce continuity enabled through staff retention and 300 new specialists, with resident engineers in 19 countries across 68 locations
- Centralised global service desk supporting 100,000+ users, around 10,000 service tickets a month
- Between 92-98%+ SLA compliance sustained beyond go-live
- 2% year on year cost reduction achieved through optimisation and automation
- End-to-end operational ownership across office, digital office, and industrial IT services
Services Provided:
Customer Overview
The German Automotive Company is one of the world’s leading premium automotive manufacturers, operating a highly complex and globally distributed IT environment across offices, production plants, and shopfloor operations.
The German Automotive Company required a delivery partner capable of supporting this scale with consistency, resilience, and full alignment to its global IT governance and security standards.
Challenge
As one of the world’s most innovative automotive manufacturers, the German Automotive Company recognised that its current IT End User support provider was no longer meeting the needs of a modern, global production environment.
With operations spanning 330 sites across 41 countries and over 100,000 users across office and factory environments, the German Automotive Company saw clear warning signs:
- Response times were too slow
- Recurring issues were left unresolved
- Production workflows suffered disruptions
- Costs continued to rise without performance improvement
The German Automotive Company’s internal IT leadership identified that a new approach was needed, one that blended higher-quality support for device servicing and a seamless global service model capable of supporting complex manufacturing operations without disruption.
The German Automotive Company defined three core strategic goals:
- A seamless transition of IT End User Support from one provider to the next — with zero production downtime
- Improved service quality, targeting an average between 92-98%+ SLA compliance
- Greater efficiency, aiming for a 2% reduction in overall support costs year on year
To achieve this, the German Automotive Company needed a partner capable of meeting both the operational and strategic ambitions behind their vision. They chose NSC Global.
NSC Global was selected to help meet these objectives by delivering end-to-end Field Service and Device Support, providing:
- Global coverage across corporate, production, and industrial environments
- A scalable hybrid delivery model combining onsite and remote services
- Full integration into the German Automotive Company ITSM, asset, and governance frameworks
- Consistent service quality across regions and sites
The Solution
NSC worked in close partnership with the German Automotive Company’s IT and operations teams to design and deliver an IT support model aligned with the German Automotive Company’s established ITSM (IT Service Management), CMDB (Configuration Management Database), asset management, governance frameworks, production requirements, and service quality expectations. From the outset, the German Automotive Company set a clear vision: modernise IT End User Support without compromising operational continuity.
- Global End User Support & Service Delivery
- Seamless Workforce Transition & Capability Expansion
- Managed Partner Ecosystem
- Centralised Service Delivery at Global Scale
NSC Global delivered comprehensive field service and device support across the German Automotive Company’s global estate, ensuring end-user devices, peripherals and onsite break/fix requirements were managed seamlessly. Wherever possible, remote services were used as the first line of support, enabling faster resolution times and reducing the need for onsite intervention, which helped minimise disruption to employees and operations.
Support extended across office and digital workplace environments, from traditional office setups to flexible workspaces, meeting rooms, boardrooms and complex audio-visual installations. These services also covered production-adjacent and public-facing areas such as event spaces, canteens and site entrances. NSC maintained full-service responsibility for high-complexity and VIP environments, ensuring critical spaces always operated to the highest standards.
Within industrial and shopfloor environments, services were delivered in line with the German Automotive Company’s operating models, focusing on complete operational use cases rather than individual devices. This approach ensured that production-supporting IT environments remained fully aligned to manufacturing processes and continued to perform without interruption. Unified communications end devices, onsite collaboration components, and full device lifecycle and rollover services were also managed as part of the overall solution, providing the German Automotive Company with end-to-end support across its technology estate.
Workforce continuity was central to the German Automotive Company’s approach. The German Automotive Company was clear that the transition could not disrupt service at any point. NSC enabled this by retaining and re-integrating existing onsite support teams, preserving critical local knowledge while strengthening global capability. To support the German Automotive Company’s scale and growth, NSC also recruited and trained approximately 300 IT specialists across key regions. A phased transition and knowledge-transfer plan, aligned to the German Automotive Company’s operational cycles, ensured services remained fully operational from day one. NSC Global’s delivery teams are highly skilled across end-user computing, industrial IT, A/V, and Unified Communications technologies. Engineers were trained on the German Automotive Company-specific tools, documentation platforms, and ITIL-aligned processes, and operated in full compliance with the German Automotive Company’s security, access, and operational standards.
Service delivery, as always, was multilingual, with German and English proficiency at B2 level or above across the delivery teams.
Where required, NSC Global managed a controlled partner ecosystem to support delivery at scale. This included nine partner organisations providing on-site field engineering services across multiple countries. For example, in Germany, SMP acted as the strategic partner for device rollover services, while C-LINE provides specialist expertise for A/V and Digital Office environments.
All partners operated under defined service models, quality controls, and governance processes managed by NSC Global, ensuring a consistent service experience across all locations.
To support the German Automotive Company’s ambition for global consistency, NSC implemented a centralised service desk model designed to unify IT support across the German Automotive Company’s worldwide operations, creating a single point of contact that significantly reduced response times and ensured tickets were automatically routed in line with the German Automotive Company’s workflows. This approach has delivered a consistent, high-quality user experience for more than 100,000 employees across office and production environments, while enabling NSC to manage around 10,000 service tickets per month across all service towers. Today, NSC supports approximately 300,000 devices and peripherals across 31 production and assembly plants, corporate offices, and operational locations globally. The delivery footprint spans 41 countries, with resident engineers based in 19 countries across 68 locations, alongside regular dispatch and visit-based services in a further 32 countries, covering 330 locations in total. Service levels remain consistently strong, with the German Automotive Company satisfied with overall operational performance.
Outcome
The German Automotive Company’s strategic leadership, combined with NSC’s execution capability, delivered a world-class IT support transformation across 330 global sites.
Within 90 days of go-live, response and resolution times improved significantly, SLA compliance exceeded and sustained level between 92-98% (SLA dependent), end-user satisfaction increased, and production-related IT disruptions fell sharply. Through automation, optimised field services, and improved operational efficiency, the German Automotive Company also surpassed its 2% year on year cost-reduction target.
The result is a future-ready, highly scalable IT support model fully aligned to the German Automotive Company’s global strategy, and powered by NSC Global.
Looking Ahead
As the German Automotive Company seek to continuously strengthen its global IT model through greater automation and data-driven service management, a potential next step could involve deeper integration between NSC’s field services platform SmartTeams and the German Automotive Company’s internal ticketing environment, enabling automated ticket creation and routing, real-time data exchange, and enhanced reporting accuracy. By building on proven eBonding capabilities and scalable integration frameworks, this approach could provide further increased visibility, reduce manual intervention, and create strong processes for even more efficient management of high service volumes across multiple locations.
In parallel, the German Automotive Company could continue exploring a more intelligent, predictive support environment, leveraging NSC Pulse’s AI-powered capabilities such as automated ticket prioritisation, predictive analytics to identify recurring issues, and self-service tools that empower employees to resolve common requests independently. Enhanced transparency through real-time field engineer tracking or on-site support touchpoints may further improve user experience and operational uptime. Together, these innovations would support the German Automotive Company’s ambition for continuous improvement, resilience, and long-term optimisation of its global IT operations.
Gavin Shockman
Head of Architecture
Having been with NSC for 20 years, Gavin brings extensive experience in partnering with our clients to understand their needs and develop technology solutions that deliver measurable outcomes, mitigate risk, and improve operational agility.
