{"id":3326,"date":"2023-08-28T11:32:47","date_gmt":"2023-08-28T15:32:47","guid":{"rendered":"https:\/\/pomerol.ca\/?post_type=project&p=3326"},"modified":"2025-11-17T09:54:58","modified_gmt":"2025-11-17T14:54:58","slug":"outsource-international-helpdesk","status":"publish","type":"project","link":"https:\/\/pomerol.ca\/en\/project\/outsource-international-helpdesk\/","title":{"rendered":"Outsource your helpdesk by focusing on readiness with Pomerol"},"content":{"rendered":"\n\n[et_pb_section fb_built=”1″ _builder_version=”4.19.0″ background_color=”#293344″ background_image=”https:\/\/pomerol.ca\/wp-content\/uploads\/2019\/04\/POM-Website-1-Slide-Final-EN.jpg” custom_padding=”0|0px|0|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.19.0″ custom_padding=”45px|0px|48px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.0″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.19.0″ global_colors_info=”{}”]

Outsource the operation of an international helpdesk by focusing on readiness<\/span><\/h1>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”]

Client<\/h1>\n

\u00a0<\/p>\n

The client is a dairy products processing company operating facilities in 5 countries on 3 continents. With 20,000 employees and collaborators who share family values, the company is committed to preserving the know-how and passion of craftsmanship in the manufacturing of its products.<\/p>\n

\u00a0<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.18.0″ _module_preset=”default” global_colors_info=”{}”]

 <\/p>\n

 <\/p>\n\n\n\n\n\n
\n

Industry:<\/strong><\/p>\n<\/td>\n

Agrofood<\/td>\n<\/tr>\n
End User Count:<\/strong><\/td>\n10 000 to 20 000<\/td>\n<\/tr>\n
Reach:<\/strong><\/td>\nInternational<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#ffffff” min_height=”674px” custom_padding=”50px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ custom_padding=”0|0px|27px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.19.0″ global_colors_info=”{}”]

Mandate<\/h1>\n

The Context<\/h3>\n

After numerous acquisitions and integrations of IT teams, the organization’s technology leadership felt it was time to outsource non-value-added tasks to allow its internal resources to contribute to the company’s growth.
The client wanted Pomerol to accompany them in the drafting of a call for tenders consisting 3 key parts:<\/p>\n

    \n
  1. Helpdesk outsourcing<\/li>\n
  2. Outsourcing of network control center, and<\/li>\n
  3. Flexible technical staffing agreement<\/span><\/li>\n<\/ol>\n

    The Challenges<\/span><\/h3>\n

    Since the company is evolving very quickly, the first challenge was to draw up a detailed picture of the company’s technology volume, define its needs and write the business requirements as clearly as possible.<\/p>\n

    A well-designed RFP should always ensure that the requesting company is attractive to the solicited service providers.<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo3-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.18.0″ border_color_top=”#FFFFFF” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#f7f8fc” custom_padding=”50px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo2-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ global_colors_info=”{}”]

    Solution<\/h1>\n

    Leveraging more than 15 years of experience in creating and administering tenders, Pomerol proposed an aggressive, yet realistic timeline for completion of activities. As a result of an engaging presentation of the company and its needs and a clear and structured scope of work, 4 major managed service providers answered to the RFP.<\/p>\n

    Experienced technology analysts provided by Pomerol allowed the client to limit their involvement in the project and present a clear and accurate picture of their needs.<\/p>\n

    Pomerol also assisted the internal team in evaluating the submissions, each one more complex than the last, so that they could compare the bids at all levels.<\/p>\n

    \u00a0<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ custom_padding=”70px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.18.0″ global_colors_info=”{}”]

    Result<\/h1>\n

    As part of the mandate, Pomerol provided clear and structured bidding documents and a smart evaluation grid.<\/p>\n

    In addition to the deliverables produced by Pomerol, the exercise allowed the organization to sign a clear and transparent contract that resulted in the implementation of a transformational project. The organization can now count on a partner of choice to manage its helpdesk and its network control center as well as to meet its punctual needs for leading experts.<\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/pomerol.ca\/wp-content\/uploads\/2021\/11\/photo1-1.jpg” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Fresh Ingredients” _builder_version=”4.16″ background_color=”#ffffff” custom_padding=”24px|0px|30px|0px|false|false” animation_style=”fade” animation_starting_opacity=”18%” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”30px|0px|27px|0px|false|false” custom_width_px=”1774px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_divider show_divider=”off” _builder_version=”4.16″ max_width=”60px” module_alignment=”center” custom_margin=”||10px|” animation_style=”fade” animation_starting_opacity=”10%” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text disabled_on=”on|on|off” _builder_version=”4.16″ text_font=”||||||||” text_text_color=”#3e475a” header_font=”Playfair Display||||||||” header_text_color=”#293344″ header_2_font=”Playfair Display||||” header_2_font_size=”48px” header_2_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” animation_style=”fade” animation_starting_opacity=”10%” inline_fonts=”Playfair Display” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]

    The Pomerol Difference<\/span><\/span><\/h1>[\/et_pb_text][et_pb_text _builder_version=”4.19.0″ _module_preset=”default” global_colors_info=”{}”]

    Pomerol is proud to regularly conduct complex tenders for technology solutions and outsourcing projects. Our team of experts can therefore draw on their experience to save you time and even avoid costly mistakes. Often, it is believed that internal teams can perform this type of exercise by themselves, but it is always preferable to deal with a third party who can translate needs in a way well understood by the suppliers.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.17.4″ background_color=”#FFFFFF” custom_padding=”27px|0px|0|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_testimonial author=”Jean-Fran\u00e7ois Tremblay” job_title=”Executive VP, Partner” company_name=”Pomerol” portrait_url=”https:\/\/pomerol.ca\/wp-content\/uploads\/2022\/06\/Ico\u0302ne.png” portrait_width=”95px” portrait_height=”155px” _builder_version=”4.18.0″ _module_preset=”default” body_font=”|300|on||||||” body_font_size=”26px” background_color=”#f7f8fc” global_colors_info=”{}”]

    \n

    “Even with proper training,\u00a0would you climb Everest solo, without Sherpa?”<\/p>\n<\/blockquote>[\/et_pb_testimonial][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ background_color=”#f7f8fc” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.21.0″ global_colors_info=”{}”]

    Are you interested in a project like this?<\/h1>[\/et_pb_text][et_pb_button button_url=”@ET-DC@eyJkeW5hbWljIjp0cnVlLCJjb250ZW50IjoicG9zdF9saW5rX3VybF9wYWdlIiwic2V0dGluZ3MiOnsicG9zdF9pZCI6IjE5ODEifX0=@” url_new_window=”on” button_text=”Submit a Project Request” button_alignment=”center” _builder_version=”4.21.0″ _dynamic_attributes=”button_url” custom_button=”on” button_text_color=”#ffffff” button_font=”||||||||” global_colors_info=”{}”][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Fresh Ingredients” _builder_version=”4.16″ background_color=”#ffffff” custom_padding=”24px|0px|30px|0px|false|false” animation_style=”fade” animation_starting_opacity=”18%” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_padding=”30px|0px|27px|0px|false|false” custom_width_px=”1774px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ text_font=”||||||||” header_font=”||||||||” header_3_font=”Montserrat|700||on|||||” header_3_text_color=”#bfbfbf” header_3_font_size=”14px” header_3_letter_spacing=”2px” header_3_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” module_alignment=”center” custom_margin=”||12px|” custom_padding=”|||” animation_style=”slide” animation_direction=”bottom” saved_tabs=”all” locked=”off” inline_fonts=”Roboto” global_colors_info=”{}” text_letter_spacing__hover=”0px” text_letter_spacing__hover_enabled=”0px” text_line_height__hover=”1.7em” text_line_height__hover_enabled=”1.7em” text_orientation__hover=”left” text_orientation__hover_enabled=”left” text_font_size__hover=”14px” text_font_size__hover_enabled=”14px” text_text_shadow_style__hover=”none” text_text_shadow_style__hover_enabled=”none” text_text_shadow_color__hover=”rgba(0,0,0,0.4)” text_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” link_font_size__hover=”14px” link_font_size__hover_enabled=”14px” link_letter_spacing__hover=”0px” link_letter_spacing__hover_enabled=”0px” link_line_height__hover=”1em” link_line_height__hover_enabled=”1em” link_text_shadow_style__hover=”none” link_text_shadow_style__hover_enabled=”none” link_text_shadow_color__hover=”rgba(0,0,0,0.4)” link_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” ul_font_size__hover=”14px” ul_font_size__hover_enabled=”14px” ul_letter_spacing__hover=”0px” ul_letter_spacing__hover_enabled=”0px” ul_line_height__hover=”1em” ul_line_height__hover_enabled=”1em” ul_text_shadow_style__hover=”none” ul_text_shadow_style__hover_enabled=”none” ul_text_shadow_color__hover=”rgba(0,0,0,0.4)” ul_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” ol_font_size__hover=”14px” ol_font_size__hover_enabled=”14px” ol_letter_spacing__hover=”0px” ol_letter_spacing__hover_enabled=”0px” ol_line_height__hover=”1em” ol_line_height__hover_enabled=”1em” ol_text_shadow_style__hover=”none” ol_text_shadow_style__hover_enabled=”none” ol_text_shadow_color__hover=”rgba(0,0,0,0.4)” ol_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” quote_font_size__hover=”14px” quote_font_size__hover_enabled=”14px” quote_letter_spacing__hover=”0px” quote_letter_spacing__hover_enabled=”0px” quote_line_height__hover=”1em” quote_line_height__hover_enabled=”1em” quote_text_shadow_style__hover=”none” quote_text_shadow_style__hover_enabled=”none” quote_text_shadow_color__hover=”rgba(0,0,0,0.4)” quote_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” background_layout__hover=”light” background_layout__hover_enabled=”light”]

    <\/h3>[\/et_pb_text][et_pb_divider show_divider=”off” _builder_version=”4.16″ max_width=”60px” module_alignment=”center” custom_margin=”||10px|” animation_style=”fade” animation_starting_opacity=”10%” saved_tabs=”all” locked=”off” global_colors_info=”{}”][\/et_pb_divider][et_pb_text disabled_on=”on|on|off” _builder_version=”4.16″ text_font=”||||||||” text_text_color=”#3e475a” header_font=”Playfair Display||||||||” header_text_color=”#293344″ header_2_font=”Playfair Display||||” header_2_font_size=”48px” header_2_line_height=”1.3em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” animation_style=”fade” animation_starting_opacity=”10%” inline_fonts=”Playfair Display” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]

    True results are achieved\u00a0
    when<\/strong> people are at the heart of the solution.<\/strong><\/span><\/span><\/span><\/span><\/h1>[\/et_pb_text][et_pb_text _builder_version=”4.16″ text_font=”Montserrat||||” text_text_color=”#939393″ text_font_size=”17px” text_line_height=”1.8em” header_font=”||||” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” max_width=”700px” module_alignment=”center” animation_style=”slide” animation_direction=”top” animation_intensity_slide=”4%” global_colors_info=”{}”][\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ module_id=”nous-joindre” _builder_version=”4.16″ background_image=”https:\/\/pomerol.ca\/wp-content\/uploads\/2019\/03\/POM-Website-1-Slide-V2.jpg” global_colors_info=”{}”][et_pb_row column_structure=”1_3,2_3″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ text_font=”Roboto||||||||” text_text_color=”#ffffff” inline_fonts=”Roboto” global_colors_info=”{}”]

    Pomerol Groupe Conseil <\/span><\/strong><\/span>
    863, rue St-Pierre, Suite 203<\/span>
    Terrebonne, Qu\u00e9bec, J6W 1E6<\/span><\/p>\n

     <\/p>[\/et_pb_text][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][\/et_pb_column][\/et_pb_row][\/et_pb_section]\n\n","protected":false},"excerpt":{"rendered":"

    Outsource the operation of an international helpdesk by focusing on readinessClient \u00a0 The client is a dairy products processing company operating facilities in 5 countries on 3 continents. With 20,000 employees and collaborators who share family values, the company is committed to preserving the know-how and passion of craftsmanship in the manufacturing of its products. […]<\/p>\n","protected":false},"author":5,"featured_media":4095,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","footnotes":""},"project_category":[75,162],"project_tag":[],"class_list":["post-3326","project","type-project","status-publish","has-post-thumbnail","hentry","project_category-it-procurement","project_category-itsm"],"_links":{"self":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3326","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project"}],"about":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/types\/project"}],"author":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/comments?post=3326"}],"version-history":[{"count":7,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3326\/revisions"}],"predecessor-version":[{"id":12933,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project\/3326\/revisions\/12933"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/media\/4095"}],"wp:attachment":[{"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/media?parent=3326"}],"wp:term":[{"taxonomy":"project_category","embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project_category?post=3326"},{"taxonomy":"project_tag","embeddable":true,"href":"https:\/\/pomerol.ca\/en\/wp-json\/wp\/v2\/project_tag?post=3326"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}