Success Story

Integration of nearshore service desk employees at accompio CorpTec GmbH

Services4-IT is integrating nearshore service desk employees from Hungary into the German operation centre of accompio CorpTec in order to counteract the acute shortage of IT specialists.

Customer

Services4-IT

Services4-IT provides customised IT nearshoring services. The company offers customised IT solutions and services for IT service providers and software vendors. With its highly qualified teams, Services4-IT supports its customers as a trusted partner in the areas of SAP & ERP, software testing, support, application development and operations, DevOps middleware and cloud operations. Services4-IT has been part of the accompio group of companies since 1 June 2023.

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The challenge

Language barriers in the integration of Hungarian project teams

Um Missverständnissen oder unzureichenden Dokumentationen in Tickets zu IT-Projekten vorgebeugen zu können, betragen die Sprachkenntnisse bei Services4-IT Mitarbeitenden aktuell 100% Englisch und 96% Deutsch.

To make it easier to get started with the systems and customer interaction, the focus from the outset was on good German language skills for the Hungarian colleagues. Quality assurance, assigned from within the team to check tickets for, for example, spelling, grammar, and expression, ensures the high quality standards expected by the customer, with the help of translation tools.

Colourful, luminous dice in neon colours, futuristic design.

Objective

Integration Reimagined

Technological integration

Onboarding new employees to complex tools and systems often presents a challenge, making a structured onboarding process crucial. Within the team, a comprehensive knowledge base, documented support tickets, and an open communication culture help to ensure quick solutions, a high first-contact resolution rate, and excellent customer satisfaction.

Cultural integration

The integration of new employees is supported by mentor programmes, team-building activities and a site visit to Kassel. Through the guidance of experienced team members, the Hungarian colleagues were able to settle in quickly and successfully integrate into the 24/7 shift rotation and the company culture.

Feedback and communication culture

A strong feedback culture shapes both the onboarding process and daily team collaboration. It fosters open communication, helps identify strengths and weaknesses, and contributes to motivation, a better working atmosphere, and continuous improvement.

Diversity of the project team

The project team places great importance on diversity of experience, perspectives, and competencies, as these foster innovation and sustainable success. One example is Monica Maties, who has expanded her professional skills through her commitment and the independently acquired Microsoft Intune certification, and has forged a path into the „Workplace Management“ specialist team.

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Results

Recommendation for the integration of nearshore employees

Existing experience clearly shows that nearshore models are a promising solution in the fight against the shortage of skilled labour.

650.000

predicted unfilled IT jobs in Germany in 2040

>60

Experienced specialists who speak German and English

24/7

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"The corporate culture offers an open and supportive atmosphere, which is very important in teamwork and collaboration. The constant opportunities for further training motivate me and help me to get to know all areas better. What I appreciate most is the joy I feel when solving difficult challenges and the satisfaction of the customers. Even if the rapid development and adaptation to changes are challenging, the company provides the necessary support to successfully manage these situations."

Monica Maties

IT Solutions & Digital Workplace Specialist, Services4-IT

Woman with a headset in customer service at Accompio IT Services.

Get in touch with us

We at accompio will be happy to help you.

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