Industry
Transportation and Warehousing
Location
Pennsylvania
Service
Data Centre 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 organise 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.
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 centre authorisations
- Repair delays due to incorrect parts
- Downtime spent looking for engineers and status updates on critical projects
£4 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:
Certified local engineers and an office near their primary data centre in Pennsylvania
One multivendor agreement to simplify account coverage and service ticket process
Site inventories completed in all 20+ locations for accuracy and parts data
Local parts inventory proactively stocked for each data centre 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 centre 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.
