CSC Provides Technical Support to Eaton Corporation

Based in Cleveland, Ohio; Eaton is a global leader in the manufacture of electrical components and systems for power quality, distribution and control; hydraulics components, and systems for industrial and mobile equipment; aerospace fuel, hydraulics and pneumatic systems for both commercial and military use; and truck and automotive drivetrain and powertrain systems. Eaton is a Fortune 500 company employing approximately 75,000 people worldwide and with customers in more than 150 countries. Prior to CSC's involvement, Eaton managed help desks through an outsourcing agreement with a different vendor. After the 72-day transfer to CSC, they now have a consolidated, single, standardized global service desk-- thereby improving performance and reducing costs.

CSC supports Eaton with Enterprise Service Management centers in Montreal (Canada), Sao Paolo, and Prague. Additionally, there is a Dallas center covering parts of the Aerospace division due to the specific requirements outlined by the International Traffic in Arms Regulation. These centers are dedicated to responding to and resolving incidents, reducing call volumes and providing global service desk support for Eaton's expanding worldwide locations. Additionally, the centers provide service in all of the major languages of Western Europe and the Americas.

In order to better serve Eaton Corporation, CSC provides multi-tiered technical support. Internally, CSC technicians have a solid technical background, excellent customer relationship skills, and are provided with 4 weeks of both core and Eaton-specific training. In addition to that, they keep abreast of changes to current technologies by constant retraining. CSC also provides a dedicated team of knowledge engineers to create, update, and validate potential solution scripts for the technicians' toolbox.

CSC also has the additional role of acting as the liaison between Eaton's network vendor and Eaton's site contacts and network engineers. In the event of a scheduled or unscheduled network outage, the Eaton team ensures that there is communication to all effected parties through service interruption and resumption notices.

The Eaton team provides world-class service and always strives to improve by increasing first-call resolutions through internal audits, training, scripting, process metrics, and measurement. With the Eaton team's internal processes, they are not only able to lower costs, but they are also able to provide the most timely and efficient service to their customer.