Milestone > News Posted 05/26/09

News Posted 05/26/09

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MILESTONE Provides First Service Desk Hosted In-house for Highway Safety Firm

By Rick Mustafa on Tuesday, May 26, 2009

Fremont, California - May 21, 2009 – MILESTONE, a provider of IT support solutions for companies in several industries, including technology, healthcare, and financial services, announced its first service desk/call center to be housed in its corporate headquarters.

The service desk is for Highway Technologies, Inc. (Highway), which provides traffic control products and services, pavement marking services, Total Asset Management (TAM) services, and highway safety products, signage and services from over 50 branches in the U.S. The service desk is part of a multi-level support solution for Highway, in which MILESTONE will also provide desktop support and server administration services.

The model will provide Highway a single point of contact and centralized support for their nationwide locations. The solution will be implemented using ITIL-based issue, problem, change and release management processes. The service desk will employ an ACD with call routing so that calls reach the right reps as quickly as possible.

The project reflects an expansion of MILESTONE’s business model. Until 2008, MILESTONE offered client service desk services hosted mainly at client sites. MILESTONE relocated its corporate headquarters in September 2008 to an over 12,000 square-foot office location, which offered additional capacity for in-house hosted services. “The move enabled us to expand our options and service offerings to our clients,” said Prem Chand, MILESTONE’s President and CEO. MILESTONE will continue to offer these services hosted at client sites and in-house.

Highway’s Vice President of IT Scott Rehner said “we realized that we need a scalable model to support our growth, while increasing our customer service levels and improving the perception of IT throughout our organization. MILESTONE’s solution addressed these issues, and we’re looking forward to the implementation.”

“This is a ground floor opportunity,” said MILESTONE’s Executive Vice President Tony Silveira. “We’re very excited…this could lead to some very interesting projects for us.” The project starts June 1st, 2009.

For additional information on MILESTONE’s in-house hosted service desk for Highway, contact Rick Mustafa or visit www.milestonepowered.com. More information about Highway Technologies can be found at www.hwy-tech.com.

ABOUT MILESTONE – MILESTONE provides a selection of customized IT support services, including managed services, virtualization solutions, and staff augmentation. Located in Silicon Valley, MILESTONE specializes in service desk and desktop support services for organizations across several industries.

MILESTONE, relocateIT and the MILESTONE logo are trademarks of MILESTONE. Other company and product names may be trademarks of their respective owners.

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