Infrastructure & Professional Services – Managed Deployment Services

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Case Study:

Infrastructure & Professional Services – Managed Deployment Services

Providing Our Client a Competitive Edge

Background
Our client, a leading global technology provider, provided Worldwide TechServices with an opportunity to serve a large multi-national telecommunications enterprise with break-fix, desk-side support, IMAC and wall-to-wall inventory services.

Challenge
The telecommunications enterprise required our client to provide support outside of its traditional service capabilities – in both service offerings and multi-vendor support. Adding a layer of complexity, the telecommunications enterprise was completing multiple acquisitions, providing an extremely challenging and diverse set of hardware and software applications for our client to support.

At this point in our client's history, the company lacked a professional services organization to fill the mission-critical gap and faced the unfortunate dilemma of losing the large multi-million dollar hardware sale.

Worldwide TechServices Solution
Worldwide TechServices provided a customized solution that met all the requirements of the telecommunications enterprise across multiple technologies, service level agreements and geographies.

Worldwide TechServices partnered with our client to provide both on-site and remote certified program management. Worldwide TechServices technology infrastructure supported through WWITS provided the backbone for tracking all service events, installs, moves, adds, changes, parts provisioning, warranty support, SLA management and metric reporting. Worldwide Techservices' highly trained enterprise and client technicians provided the high quality service support that delivered the project on time, within budget and at a service level that exceeded both our client's expectations and, most importantly, the telecommunications enterprise.

Results
First and most important for our client, the company won the business and captured the revenue stream from the multi-national telecommunications enterprise and has maintained them as a client for over five years. Worldwide TechServices provided a competitive edge to our client over its competition.

Worldwide TechServices provided a high level of customer experience ratings to the telecommunications enterprise at a cost and service level agreement that has allowed the partnership between the three companies to flourish and has resulted in additional business for our client.