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Case Studies

International delivery company solves service obstacles and saves $5 million in OpEx costs

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Industry

Transportation and Warehousing

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Location

Pennsylvania

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Service

Data Center Maintenance

The distribution company dealt with repeated service gaps, support issues and a lack of confidence in their third-party maintenance (TPM) provider’s expertise. Interaction with its OEM and third-party vendors was complex, frustrating and inefficient. The team found it difficult to work effectively on priorities due to the hours needed to organize and follow up on service responses for critical failures.

A new solution would include responsive and consistent communication combined with reliable service. The IT team connected with Service Express to support over 400 systems, including Brocade, EMC, HPE and IBM, in 28 locations.

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Challenges Uncovered

Lack of confidence in engineers’ technical abilities and complicated support left the IT department frustrated

Managing multiple support partners to provide equipment maintenance can require additional resources. Service Express identified several underlying problems impacting the IT department’s productivity:

  • Lack of confidence in onsite engineers’ technical abilities
  • Ever-changing engineer lineup requiring new data center authorizations
  • Repair delays due to incorrect parts
  • Downtime spent looking for engineers and status updates on critical projects

$5 million in OpEx savings

Eliminated hours spent chasing OEM and TPM engineers after placing a service ticket

The Service Express solution

Certified and dedicated local engineers with technical expertise

Service Express offers several advantages to ensure support quality is the priority:

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Certified local engineers and an office near their primary data center in Pennsylvania

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One multivendor agreement to simplify account coverage and service ticket process

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Site inventories completed in all 20+ locations for accuracy and parts data

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Local parts inventory proactively stocked for each data center using OnDeck® Predictive Sparing®

The results

User-friendly service, dedicated local engineers and the right parts at the right time

By moving their hardware support to a dedicated partner, the company saved $5 million in OpEx costs.
With Service Express providing data center maintenance and consultative solutions, the IT department can stop following up on service with OEM and TPM engineers and focus on critical projects. The company’s IT leaders move forward confidently with infrastructure plans, knowing they can rely on Service Express as a trusted extension of their in-house team.

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