Berlin Hyp AG – Upgrading for Digitization
Projectdata:
| Services | Industry | Manufacturer | Company size |
|---|---|---|---|
| User Support & Workplace Management | Real Estate & Mortgage Bonds | CosH Consulting GmbH | >1000 |
Initial situation:
More than 150 years of experience in commercial real estate financing and a clear focus on future-oriented issues in the real estate sector make Berlin Hyp AG one of Germany’s leading real estate and Pfandbrief banks. Through a public tender in 2020, Berlin Hyp AG was looking for a reliable partner with fundamental IT expertise to support the in-house IT team through various services and to outsource or outsource individual tasks.
1st Level Support
2nd Level Support
Solution:
With its many years of outsourcing experience and numerous completed projects, CosH Consulting GmbH was able to demonstrate to Berlin Hyp AG in a meaningful presentation that the necessary know-how and expertise existed. For example, a service desk was agreed with Berlin Hyp AG. The CosH service desk serves as the first point of contact for Berlin Hyp AG employees and is intended for user problems, installation tasks, questions about applications and IMAC. Here, the support takes over important user questions and handles tickets. The CosH service desk team is available around the clock for Berlin Hyp AG and provides remote services as well as on-site service for the nearly 600 users at the Berlin location. In order to better guarantee the systematically built-up managed services and to fully exploit the potential, this concept will be expanded to include parts of project management and reporting. As a result, there is a weekly jour fix meeting with the responsible project manager in which all important details, tickets or changes are discussed, documented and processed. This process ensures that challenges and issues are identified early and proactive action reduces administrative trouble shooting.
“We have chosen CosH Consulting GmbH not only because of the excellent cost/benefit package
but also because of the high flexibility with which they adapt to the customer.
Furthermore, the values of CosH also fit very well with the DNA of Berlin Hyp AG. Innovation, pragmatic
thinking and a high focus on service also reflect our values.”
– Ronny Rodrigues, Head of IT Services Berlin Hyp AG
Business Benefits:
Considering that Berlin Hyp AG operates in the asset sector and that data protection and information security are top priorities in the regulated environment, the IT department must focus on precisely these points, such as security, structured procedures, internal processes or payment transactions. As a result, traditional IT tasks, so-called commodity services such as the user help desk, are moving into the background, as these can be operated more efficiently and cost-effectively by the service provider.
With the professional support of CosH Consulting GmbH, Berlin Hyp AG’s IT departments were able to outsource routine tasks and focus on their own digitization strategy, as well as related projects. By taking over full managed client operations, all support questions, tickets or more complex IT issues are transferred to CosH’s IT experts. By taking over the 1st and in parts the 2nd level support, a central service desk was created at the CosH location, which is locally and spatially directly affiliated to the main location of Berlin Hyp AG. The backup team from the Nuremberg site also plays a key role in bridging peak demand quickly and efficiently.
