Total IT Global recognised for its innovative approach at the Malaysia International Business Awards

The leading, integrated IT solutions provider invested in a proprietary tool to create seamless workflows, resulting in high-impact outcomes and future benefits for clients.

Recognised for its innovative intervention and opportunity for future impact, Total IT Global took home the Malaysia International Business Award 2022 trophy in the IT Services category and the ICT - IT Services win in the recently concluded Malaysia Technology Excellence Awards, both hosted by Singapore Business Review.

The Malaysia International Business Awards is now in its third year of awarding recognition to the most outstanding initiatives of international firms in Malaysia that significantly enhanced their business, whilst the Malaysia Technology Excellence Awards recognises exceptional companies who are riding the disruption wave and are leading the technological revolution and digital journeys of their respective industries to boost Malaysia’s fast-growing economy.

Total IT Global was recognised for a unique digital intervention – the Field Service Management (FSM) tool. The tool proved to be highly flexible in its ability to integrate with best-in-class ITSM tools such as ServiceNow, during its testing phase, thus creating seamless workflows and enabling optimisation of daily tasks. This tool is set to increase efficiencies exponentially and provide an exceptional experience for clients in the near future.

"Total IT Global is extremely proud to be recognised by the esteemed panel. I would like to thank and appreciate the entire Total IT Global team for their stupendous efforts that have created a culture of service excellence and client-centricity. These awards celebrate exceptional products and services, and we are grateful and honoured to be in hallowed company.", said Akhil Gupta, Chief Executive Officer, Total IT Global.

Total IT Global Sdn. Bhd. is a leading, integrated IT solutions provider that has a geographical presence in over 128 countries. On its path of continued growth worldwide, Total IT Global identified key challenges that resulted in innovative solutions for its clients. 

“The FSM tool is slated to increase transparency with our clients and add value in every dimension of their enterprise, whether it is enhanced productivity, better business intelligence or increased predictability. The integration of the FSM tool with ServiceNow enables accurate & real-time reporting with efficiency and certainty. The tool has offline data availability and remote sync features that help engineers with instant knowledge reference in disconnected mode. Our commitment to clients is what keeps us going and I would like to thank our teams for their exceptional collaborative efforts in introducing this innovative digital intervention.” said Pratheep Kumar, Chief Operating Officer, Total IT Global.

“Technological innovation and digitised solutions have become fundamental to the growth journey of every enterprise. Total IT Global’s innovative solutions and focus on customer success, help deliver business value to our clients through such solutions, and we are proud to be part of their transformation journeys. We are honoured to have our solutions recognised by the Singapore Business Review, with an incredible two awards.” said PR Rajesh Kumar, Chief Growth Officer, Total IT Global.

The company identified early on, that there was a need to reduce manual intervention to increase accuracy in reporting and reduce turnaround time. Some of the challenges included bespoke SLAs, which caused mismatch in the measurement of actual productive time, leading to uncertainty and excessive manual intervention which made the path to the solution, circuitous.

This prompted Total IT Global to digitise its processes and workflow management. The company invested in the tool to help address these business challenges for clients. It was found that the tool successfully eliminated manual intervention, enabled accurate and real-time reporting, ensured certainty, enhanced efficiency, and increased the performance spectrum, during its testing phase itself.

The application's full geotagging capabilities (available to clients upon request), can aid live monitoring of SLAs, enabling precise calculation of the actual turnaround time. The tool’s accurate and real-time reporting and analytics can provide superior business intelligence, thus increasing predictability and accurate delivery on SLAs.

The tool's offline data availability and remote syncing features ensure zero business disruptions, increasing operational efficiency. The application offers access to instant knowledge reference in offline mode, providing valuable information even without a direct connection. The in-app video chat feature with multilingual capabilities further increases uptime and productivity by offering the fastest time to resolution via visual collaboration.

The benefits of the tool will have a far-reaching impact, beyond those mentioned above, once fully implemented for clients. These include optimisation of resources, replacement of dated and obsolete processes, and increased client satisfaction and transparency, by offering real-time updates and SLA verifications. It is no wonder then, that the introduction of the FSM tool has resulted in Total IT Global achieving 99% SLAs during the testing phase.