Customer type: IT Infrastructure Services Company
Operations: Worldwide
Geography: ACAL provide support across 5 European Countries
Service engaged: Managed & Reactive Support
Product types: Multi-vendor, desktop, midrange and peripheral equipment.
Overview
This customer approached us with several issues.
1. How could they stabilise service part expenditure?
2. How could they improve call service levels?
3. How could they reduce the amount of inventory obsolescence?
Solution
Excess inventory purchased and the disposal of redundant stock managed by ACAL.
Installed base analysed and a support profile created.
ACAL made the investment into the support stock.
Designated account management team created.
Performance and usage reporting supplied on monthly basis.
Next working day service level agreed.
Additional assistance provided for reactive pricing requests.
Benefits
A fixed pricing system was implemented over the estate to be supported, removing supplier pricing variations and the requirement to place pricing enquiries.
Guaranteed spares availability provided on supported products improved the response rates within Service Level Agreements.
The removal of a requirement for the customer to hold inventory significantly reduced infrastructure and distribution overheads, and completely removed inventory obsolescence.