Customer type: IT Infrastructure Services Company
Operations: Worldwide
Geography: Acal provide support across 4 European Countries
Service engaged: Strategic & Reactive Support
Product types: Multi-vendor, desktop and peripheral equipment.
Overview
This customer was looking for an international provider to assist with:
1. Providing inventory services across 4 countries.
2. Designing a scaleable service that dramtically reduced inventory overheads.
3. A service that supported current performance levels.
4. A service that supported a high level of critically dependent customers.
Solution
Installed base analysed and the support inventory profiled in line with service level requirements.
Critical inventory was positioned across a number of sensitive sites.
Designated account management team created..
EDI system created in line with the customers system to process and monitor parts requests.
Daily replenishment of used spares.
Technical support backup provided for recurrent and problematic service requests.
Benefits
Peace of mind was given to critical customers with the provision of an on site inventory safety net. This inventory is also replenished on an overnight basis when used.
EDI systems linked directly providing real time order status and call communications, ensuring customers are constantly aware of the progress of any parts used.
Customer requests that fall outside of the contracted installed base are still processed within strict time and service guidelines ensuring consistency in repsonse and service levels provided.
The increased inventory held over a number of equipment platforms dramatically reduced the call response times.