Customer type: OEM
Operations: Worldwide
Geography: ACAL provide support across 9 European Countries
Service engaged: Strategic & Reactive Support
Product types: Multi-vendor, 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 on a varied range of SLA's?
3. Supporting Enterprise platforms left them susceptible to expensive service part call offs?
Solution
ACAL made the investment into the support stock and distribution infrastructure throughout the territories.
In order to achieve service level targets ranging from 2 to 24 hours profile stock was placed in over 24 locations.
Hot spares service provided on midrange and mainframe equipment.
Designated multinational account management team.
EDI system implemented to allow a transparent and real-time parts ordering service with progress and tracking facilities.
A repair loop process was created to maximise inventory usage.
Product training programmes developed to introduce customer engineers to new and unfamiliar product ranges.
Benefits
A Monthly Management Charge (MMC) was implemented over the estate providing all spares requirements for a set monthly sum. This gave our customer a fixed support cost for the spares and distribution element of their service.
Sensitive and critical sites were provided with on site spares kits giving peace of mind to our customers.
The flexibility and scalability of the ACAL solution supplied the confidence for our customer to expand services in new territories with limited investment.
The repair loop process has reduced the amount of support inventory purchased and these savings have been passed on to our customer.