HDI-Certified Support Centers

Below is a partial list of organizations that have successfully achieved the HDI Support Center Certification.

ConnectCom

2013

Founded in 1994, ConnectCom is a São Paulo–based provider of specialized computer equipment maintenance services. Its team of highly-qualified technicians and specialists manages over 200,000 desktops and servers, and recently resolved its four-millionth incident. In addition to achieving the HDI Support Center Certification, ConnectCom is certified in ISO 9001.

407 ETR

2013

407 ETR is the world’s first all-electronic, barrier-free toll highway, stretching 108 km across the Greater Toronto Area. More than 380,000 drivers travel the 407 ETR every day, and it has a reputation for being safe, fast, and reliable. The employees of the 407 ETR Service Desk provide 24×7×365 support for the systems, applications, and mobile devices used by more than 500 employees. The team prides itself on providing exemplary customer service for every individual on Team 407.

ActioNet FAA ATO National Service Center

2011 • 2013

The Federal Aviation Administration (FAA) National Service Center (NSC) is part of ActioNet's Information Technology Contract, which services the FAA's Air Traffic Organization (ATO). Providing 24×7 support for commercial, private, and military aviation, the ATO supports more than 35,000 controllers, technicians, engineers, and support personnel. The primary function of the ATO is to move air traffic safely and efficiently. With more than 7,000 takeoffs and landings every hour, and more than 660 million passengers and 37 billion tons of freight moved each year, the men and women of the ATO ensure the safety of approximately 50,000 flights across our nation’s airspace every day.

Aetna

2007 • 2009 • 2011

The Single Point of Contact (SPOC) is the hub for all Aetna IT infrastructure problems, 24 hours a day, 365 days a year. In 2011, SPOC handled 431,000 incidents and successfully resolved over 86 percent of those incidents on first contact. SPOC was established in 1995 to consolidate the regional support centers all over the country and to provide a centralized support model; it currently supports 41,000 Aetna internal users worldwide. Aetna users contact SPOC by phone, chat, or email, keeping the many analysts constantly busy. SPOC is advancing quickly toward its goal of 100-percent virtual resolution by providing innovative tools and products, such as chat rooms, new self-help products, and a web-based password reset system.

CareTech Solutions

2011

CareTech Solutions is a healthcare information technology company with in-depth knowledge of how hospitals work. Service Desk professionals are experienced on all major hospital information systems and bring a vital understanding of clinical analysis to every call. Calls are fielded by trained support analysts in a state-of-the-art command center in the United States. Advanced infrastructure and application monitoring tools enable customer to observe systems via dashboards and reporting tools enable analysis and trending to bring call volume down. Monthly reports keep customers updated on end-user satisfaction and statistics including downtime, SLA performance, and service request management. The Service Desk is scalable to the size and scope of any hospital.

CDI IT Solutions

2007 • 2009 • 2011 • 2013

CDI IT Solutions is a division of CDI (NYSE:CDI), a leading provider of engineering and IT outsourcing solutions and professional staffing. The company provides IT consulting, IT outsourcing, and IT staffing to lead organization optimization of IT infrastructure, reduction of aggregate IT costs, improvement of service levels, and reallocation of capital for strategic investment.

Cognizant Technology Solutions

2011

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out­sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, NJ, Cognizant combines a passion for client satisfaction, technology innovation, deep industry, and business process expertise with a global, collaborative workforce that embodies the future of work. With over fifty delivery centers worldwide and approximately 137,700 employees (as of December 31, 2011), Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500, and is ranked among the top-performing and fastest-growing companies in the world.

CTIS Service Desk Petrobras

2011 • 2013
CTIS, one of Brazil’s major IT corporations, delivers a wide variety of IT services and products to large corporations, in addition to providing equipment, software, supplies, and accessories to retail consumers. Fully national, CTIS works mainly in São Paulo, Rio de Janeiro, and the Federal District. Focusing on sustainable development, innovation, and quality, CTIS knows that technology is more useful when it improves peoples’ lives and futures, and that requires passion.

DISN Global Support Center (DGSC)

2010

The DISN Global Support Center (DGSC), formerly known as the DISN Customer Contact Center, is the single point of contact for the Defense Information System Network (DISN).The DGSC, located in Columbus, Ohio, is available 24 hours a day, 365 days a year, providing service desk support to assist users of the DISN.The DGSC plays a critical role in first contact resolution (FCR) and service request logging for its support partners.In addition to FCR and service request logging, DGSC escalates service request reports as appropriate, performs quality assurance on service requests, provides customer education on the use of the DISA Direct Order Entry, and provides assistance with video conference scheduling and registration.

Fuji Xerox Service Creative Co., Ltd.

2014
Fuji Xerox’s basic philosophy is helping customers and society foster mutual understanding through better communications. The company develops, produces, and sells xerographic and document-related products and services, and its approximately 45,000 employees support customers in Japan and Asia-Pacific. Service Creative provides support for business solutions and services for Fuji Xerox, and the Customer Contact Center supports not only request for maintenance but also inquiries for machine operation, document solutions, and outsourcing services. Fuji Xerox reported $10B in consolidated revenue for fiscal year that ended on March 31, 2013.

Fujitsu Frontech Limited - Service Solution Center

2012

As part of the Fujitsu Group, Fujitsu Frontech Limited ties people and IT together through the development, manufacture, and sale of front-end technology such as ATMs, banking terminals, POS and totalizator terminals, and public display devices, and delivers related software and system integration. Fujitsu Frontech also delivers various services for the financial and retail industries as part of its total solutions offerings, and delivers relief and safety to all customers by providing high-rank help desk service from our highest level support center. The company supports the security sector by offering products incorporating Fujitsu's latest palm vein authentication technology, and is actively involved in the development of key technologies in various fields, with a current focus on RFID systems.

Fujitsu Limited - Raku-Raku PC Customer Center

2009 • 2011 • 2013

Fujitsu is a leading provider of ICT products, services, and solutions for the global marketplace. With approximately 170,000 employees supporting customers in more than 100 countries, Fujitsu uses its experience and the power of ICT to shape the future for its customers. Fujitsu Limited reported consolidated revenues of ¥4.4 trillion ($47 billion) for the fiscal year that ended on March 31, 2013.

Intergraph Solutions Center

2003 • 2005 • 2007 • 2009 • 2011

Intergraph is the leading global provider of engineering and geospatial software that enables customers to visualize complex data. Businesses and governments in more than sixty countries rely on Intergraph's industry-specific software to organize vast amounts of data into understandable visual representations and actionable intelligence.  Intergraph's software and services empower its customers to build and operate more efficient plants and ships, create intelligent maps, and protect critical infrastructure and millions of people around the world. Intergraph Solutions Center focuses on providing services (including total hardware, networking, operating system, and applications support) that enable its clients to make the right decisions at the right time using the right information. Organizations need total IT support, whether it's to support custom systems, consolidate support from multiple vendors, or augment their own staff. At Intergraph, we recognize that each customer's needs are different, and we satisfy those needs through our customer-centric approach.

Kantar IT Partnership

2014
Kantar is the data investment management division of WPP and one of the world's largest insight, information, and consultancy groups. By connecting the diverse talents of its twelve specialist companies, the group aims to become the preeminent provider of compelling and inspirational insights for the global business community. Its 27,000 employees work across 100 countries and across the whole spectrum of research and consultancy disciplines, enabling the group to offer clients business insights at every point of the consumer cycle. The group’s services are employed by over half of the Fortune 500. Kantar IT Partnership Service Desk is based in Hyderabad, India, and provides 24×7 support to English-speaking users within Kantar and its twelve operating companies.

LexisNexis Risk Solutions

2011

LexisNexis leads the industry with the most advanced technology and comprehensive data solutions, so you can make the right decisions quickly. Serving the multi-billion dollar risk information industry, we offer solutions to a wide range of organizations in financial services, health care, insurance, retail, petrochemical, non-profit and government to name a few. We are committed to understanding the needs of our users and helping them achieve smarter answers faster. With over 400 LexisNexis support professionals, we strive to serve each customer's individual needs with the highest degree of integrity, maintaining a customer first mentality while optimizing process efficiency and employee satisfaction.

Lockheed Martin AFNCR Call Center

2009 • 2011

The AFNCR Call Center is a Lockheed Martin contract serving the United States Air Force National Capital Region (AFNCR) supporting the United States Air Force’s 844th Communication Group.  We provide the single point of contact for the support of 18,000 Air Force customers serving within the National Capital Region for a full range of IT services at three primary locations:  Andrews and Bolling Air Force Bases, the Pentagon and the other regional sites.   In addition to call center operations, the contract includes enterprise IT management, classified systems support, program management and engineering, and information assurance.  The AFNCR is the first Air Force call center to achieve the prestigious certification.  Headquartered in Bethesda, Md., Lockheed Martin is a global security company that employs about 146,000 people worldwide and is principally engaged in the research, design, development, manufacture, integration and sustainment of advanced technology systems, products and services. The corporation reported 2008 sales of $42.7 billion.

MCTSSA, Camp Pendleton, CA

2004 • 2006 • 2008 • 2010

Marine Corps Tactical Systems Support Activity (MCTSSA) is a subordinate command of Marine Corps Systems Command at Quantico, VA. It is the USMC's Center for Command, Control, Communications, Computers, and Information (C4I) Systems Interoperability and Integration.  The Operating Forces Tactical Systems Support Center (OFTSSC) of the Operating Forces Support Division (OFSD) serves as the Marine Corps’ single point of entry for resolving all tactical C4I cases.  OFTSSC provides remote and on-site support to the Operating Forces during all phases of exercises, deployed operations and contingencies.  OFTSSC provides the warfighter access to 24/7/365 real time help via phone, internet relay chat, or email.

NEC Fielding Helpdesk Solution Center

2004 • 2006 • 2008 • 2010 • 2012

NEC Fielding, Ltd. is a provider of largest companies in Japanese IT support service, including network design, outsourcing, support and maintenance for both business and individual users of IT equipment and systems. The Helpdesk Solution Center specializes in its customer's industries as well as support for universal applications.

NTT Communications - OCN Service Center (SENDAI)

2005 • 2007 • 2009 • 2011 • 2013

NTT Communications is a subsidiary of Nippon Telegraph and Telephone (NTT) Corporation (NYSE: NTT) - one of the world's largest telecommunications companies. NTT Com provides high-quality, technologically advanced network management, security and solution services to consumers, corporations and governments on a global basis, with a special focus on the Asia-Pacific region. Its world-class backbone network, combined with the networks of partner companies around the world, offers access to more than 200 countries. NTT Com Group has more than 30 companies in the Asia-Pacific region, Europe and the Americas. The company has garnered several awards for its leading edge technologies, outstanding performance and customer service, including "Best Global Carrier - 2004."

Saudi Basic Industries Corporation (SABIC)

2007 • 2009 • 2011 • 2013

Saudi Basic Industries Corporation (SABIC) ranks among the world's top five petrochemical companies. The company is among the world’s market leaders in the production of polyethylene, polypropylene, and other advanced thermoplastics, glycols, methanol, and fertilizers. SABIC's businesses are grouped into Chemicals, Polymers, Performance Chemicals, Fertilizers, Metals, and Innovative Plastics. SABIC has significant research resources and has fifteen dedicated research and technology and application centers in the Middle East, Americas, Europe, and Asia-Pacific. The company operates in more than forty countries with 33,000 employees worldwide.

Saudi Food & Drug Authority

2013

The Saudi Food & Drug Authority is a government body that regulates, oversees, and controls food, drug, and medical devices in Saudi Arabia. The SFDA sets mandatory standards and specifications for imported and locally-manufactured goods and devices, conducts testing and quality control activities to confirm adherence to those standards, and communicates with consumers to raise awareness on all matters related to food, drug, and medical devices.

Sungard Availability Services

2014

Sungard Availability Services provides disaster recovery services, managed IT services, information availability consulting services, and business continuity management software. With approximately five million square feet of data center and operations space, Sungard AS helps customers improve the resilience of their mission-critical systems by designing, implementing, and managing cost-effective solutions using people, process, and technology to address enterprise IT availability needs. Available 24×7×365, Sungard AS experts are backed by more than thirty years of BC/DR experience and hold nearly forty industry certifications. The goal of Sungard AS is to provide premier solutions for its global customers to ensure their business continuity programs are successful, while achieving the highest level of satisfaction.