Challenged by its finance department to create cost efficiencies, a retailer sought changes to its large-scale data centre operations. The core challenge was to meet its transformation objectives goal with a limited IT budget.
Lowering costs was key to the retailer’s objectives, which made the selection of Service Express as a long-term partner the right choice.
Challenges Uncovered
Overspending on unnecessary services
Service Express connected with key stakeholders to learn about the service gaps with the current provider and how they impacted operations.
Service Express identified several roadblocks including:
- Overspending on post-warranty maintenance by paying for 24/7 coverage on all systems regardless of their criticality
- IT department spending time installing shipped parts from partner despite paying for 24/7 onsite service
- Following the traditional OEM refresh cycle – resulting in the high cost of refreshing equipment every three years
After Service Express presented the identified challenges, the retailer moved forward with strengthening its support strategy.
Industry:
Retail
Location:
New York, New York
264K
In OpEx savings
60%
Decrease in maintenance costs
Extended hardware refresh cycle by 2 years
The Service Express Solution
Extended the hardware refresh cycle and improved service delivery
In addition to improving service levels, the Service Express solution centred around addressing the current hardware refresh cycle, which consumed a large percentage of the IT department’s CapEx and OpEx budgets.
Given that the existing equipment met the retailer’s needs, Service Express suggested a new approach to its refresh strategy:
- Extending the hardware refresh cycle from three to five years
- Customising service levels by criticality
- Providing an onsite engineer response for all required repairs
The Results
Created a long-term strategy to reduce OpEx and free up internal resources
Opting for Service Express’ recommended solutions, the company reconfigured its hardware refresh cycle and equipment coverage approach. As a result the IT department saved over £212K annually in OpEx costs and decreased maintenance spend by 60%. Service Express increased the productivity of the IT team by freeing up its time to spend on essential projects and innovations.
