Context
Since 2018, Lùkla has been supporting, in partnership with Fujitsu, a major international group in the luxury sector as part of an Onsite Services engagement.
The objective: to provide employees with a premium IT experience, in line with luxury standards, by delivering high-performance proximity support, personalised VIP/SVIP assistance, and seamless management of equipment and business applications.
The Lùkla Approach
Lùkla put in place a dedicated and flexible organisation, capable of handling both incident volumes and the specific needs of demanding users.
Proximity support and IT kiosks to ensure responsiveness and quality of service.
Personalised VIP/SVIP assistance, with particular attention to the user experience.
Structured operational management, from stock to equipment and software deployment.
Innovation in service delivery through solutions such as connected lockers and accessory dispensers.
Our Delivery Approach
The Lùkla setup was designed to combine quality, responsiveness, and innovation in the IT experience.
Deployment of Proximity Support
Organisation of teams across 6 sites in the Paris region, covering 16,000 users with continuous service from 8am to 7pm.
Equipment Deployment and Configuration
Management of workstation installations and business applications, including relocations, updates, and software package deployment.
Proactive VIP/SVIP User Management
Dedicated and highly personalised assistance to ensure a seamless, uninterrupted experience.
Continuous Optimisation through Cross-functional Projects
Implementation of innovative solutions (connected lockers, queue management, welcome hosts) to streamline interactions and enhance user satisfaction.
What Made the Difference on This Project
Excellence in IT support, aligned with luxury standards.
High satisfaction rates: >85% for proximity support, >90% for kiosks.
Innovation in IT services (connected lockers, dispensers, welcome hosts).
Robust organisation: 1 SDM, 1 ROC, 6 Team Leaders and 40 dedicated technicians.
