Pan Pacific Computer Center, Inc. (PPCC) has been nominated at the Touchpaper Annual Global Customer Awards 2007 for the Best International Service Desk category. Now in its 6th year, the awards, which will be held at The Belfry Hotel, West Midlands in the United Kingdom, recognize and reward the success of Touchpaper customers worldwide.

PPCC is the IT solutions and services arm of the Philippines’ Yuchengco Group of Companies (YGC) - one of South East Asia’s largest conglomerates. Founded in 1970, PPCC marks its 36 years in the IT industry this year. To further its growth plans, PPCC has embarked on a major initiative to deploy Touchpaper’s IT Business Management (ITBM) suite and replace its previous help desk software which had little management capabilities that could no longer support the IT department’s increasing needs.

With over 20 years of experience, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions, encompassing IT Service Management, Customer Service Solutions and Network and Systems Management. Touchpaper now has over 1,800 customers around the world, supporting over three million users. Its headquarters are located in the UK, with offices in the Americas, Europe and Asia Pacific.

To fully leverage the benefits of its new service desk environment, PPCC created a new Help Desk division that elevated support services from mere order-taking to an advanced technical support center, seamlessly integrating first and second level support.

PPCC has reaped considerable benefits by switching to Touchpaper. Queries are channeled and monitored through the service desk providing full visibility of the process both internally and externally. Service level agreements (SLAs) are set and managed enabling potential breaches to be flagged thus providing a proactive and fast resolution.

Escalation, re-assignments and coordination between help desk and backroom technical support have also become seamless, leading to improved effectiveness of manpower assignment through planned deployments to meet immediate and future needs. A holistic view of the services through a single console and reporting system has also been established, allowing them to set directions based on actual reports generated by the system.

Adopting Touchpaper’s ITBM solution is significantly contributing to PPCC’s objectives of providing quality service to its customers. With ITBM’s features and internationally-aligned processes, it was instrumental in achieving PPCC’s ISO 9001:2000 Quality Management Certification.