Hemmersbach is specialised in cross-border infrastructural services for the information technology (IT) industry.
With our 29 subsidiaries and the Hemmersbach Authorised Partner (HAP) network we offer our services in over 190 countries worldwide.
The ticket-based approach places overall responsibility for productivity on Hemmersbach and we are thus motivated for optimum performance. The ticket-based, centralized controls of our service activities based on ITIL V3 enables quantitative and qualitative measurement. In connection with one responsible contact partner for the client, we constantly achieve optimized service and ongoing improvements in service quality.
Hemmersbach provides its services not directly to the end customer but to the following companies that operate at national and international level in the IT sector:
- System and service integrators
- Outsourcing providers
The advantages of Hemmersbach:
- Independent and indirect: As a medium-sized service company we offer our services exclusively to leading companies in IT branches.
- Cross border operations: With cross-border standards and central quality and productivity controls, we operate worldwide as if its were just one country.
- Results orientation: Our ticket-based approach guarantees you the efficient performance of your service assignments. You do not pay for our presence - you pay for results.
- Volume capability: Our business model with volume capability enables us to deal with large numbers of assignments within a very short time.
Interview with the Management
Chief Executive Officer
Working for the company since 1996
Chief Operating Officer
Working for the company since 1998
Mr. Koczwara, what is the idea behind the Hemmersbach business model?
We have discovered that providers of services in the international IT sectors operate with a decentralized approach which means that in the respective countries, there is a variety of process applications, procedures, corporate culture and often a varying range of business activities. Very often on the basis of these structures we recognized margin-on-margin calculations which in turn mean high prices for the principal.
Further, the attempt to get approval from all the different country organizations can take more time than the actual project. For years we have seen amongst our clients that they plan for global delivery and therefore the need for consolidation arises. On the basis of our many years of experience as a service provider in the IT sector, we have developed a solution for this problem and today with our worldwide IT Services we can offer you improvement in the service quality as a standard service which at the same time provides service cost savings.
Mr. Stanczyk, how is it that Hemmersbach is capable of offering worldwide solutions?
Firstly, our organization structure has been conceived in orientation to the geography and economic circumstances in the individual countries. In the 29 countries which are the biggest in terms of geography or economy we operate through our own subsidiaries and the remaining areas are covered by our "Hemmersbach Authorised Partners" (HAP). Our own subsidiaries and also the HAPs are connected to our Hemmersbach Process Management System which has the ultimate control. Through our centrally managed procedures and our international standards, we are well in a position to draw up cross-border quotations within 48 hours.
A second extremely important point whereby we are capable of providing our services throughout the world is our know-how which we have acquired in over 50 years as specialist in the business of indirect service delivery. Here special mention can be made of the effective and efficient implementation culture of a medium sized company which has developed consistently over decades.
Mr. Koczwara, what challenges does Hemmersbach face in providing its services internationally?
The challenges lie on the one hand in the particular characteristics of the respective country. Not only the language but also the cultural barriers should not be underestimated. Furthermore, in the case of different infrastructures in the various countries, the efficient management of material flow is essential. The infrastructure, the costs and time-taking factors arising for example in Romania, Switzerland or Belgium are completely different. Finally, it should also be avoided that the existing complexity of international contract procedures in the case of substantial growth and development should not lead to any changes in pragmatic medium-sized company structures.
Mr. Stanczyk, what are you doing to meet these challenges?
The starting point for our approach is that we treat the whole world as one country. For this we stipulate our standards and we control the processes centrally via our Hemmersbach Process Management System. This offers the highest possible level of automation in order to be able to provide the best possible and cost efficient quality of service at international level. A special team monitors developments and ensures that the level of service agreed with our customer is fulfilled; our so-called Hemmersbach Ticket Police, who are responsible for pro-active SLA monitoring and prevention of possible contraventions before these occur. The previously described cultural and linguistic barriers are in the hands of our Country Coordinators who make the necessary adjustments to respective country circumstances and who are responsible for the business relationship with our customers of the country concerned.
Mr. Koczwara, how will Hemmersbach develop further in the future?
Our IT Services have been grown evolutionary and constists from five segments which we shall develop together with our clients. This evolution will continue, i.e. if a new service is to be successfully piloted in one country, we shall then add this offer to other countries on a cross-border basis.
Figures, Data, Facts
- More than 1,000,000 successful service assignments (tickets) per year
- More than 1,550 employees
- Head office and process control in Germany
- 29 subsidiaries: Germany, Austria, Belgium, Brazil, Bulgaria, Canada, China, Denmark, Finland, France, Greece, India, Ireland, Italy, Malaysia, Netherlands, Norway, Poland, Portugal, Romania, Russia, Singapore, South Africa, Spain, Sweden, Switzerland, Turkey, UK and USA
- Hemmersbach Authorised Partner (HAP) network in more than 190 countries
- More than 50 years of experience in the service sector