SMARTECH Success Stories
Success Stories:
SMARTSystem™ - Success Profile
Field Assistance Program ™ - Success Profile
SMARTSystem™ - Success Profile
Unisys finds SMARTECH’s SMARTSystem elevates
customer satisfaction to unprecedented levels,
expanding organization reach rapidly.
The Company:
Top player in the information technology (IT) consulting business, providing such services as systems integration, network engineering, project management, and technical support.
The Need:
Cost-effectively upgrade the hardware on 512 workstations in remote areas, beginning in two days and completing within two weeks of the start date. Required technicians with Dell certifications, clear background checks and the ability to work without disturbing staff members.
The Challenge:
Unisys did not have available field staff for this project. The recruiting team was engaged but was unable to find qualified technicians that met the requisite profile, could deliver on the SLA and ensure high customer satisfaction.
The Solution:
After trying to recruit qualified resources unsuccessfully, Unisys turned to SMARTECH because of their skill, reliability and expertise in rapidly responding to just-in-time requests while providing quality services at reasonable prices. Utilizing their SmartSYSTEM, SMARTECH worked hand-in-hand with Unisys to recruit qualified candidates local to each territory, perform background checks, negotiate optimal labor rates and deploy a qualified labor pool within 48 hours. Onsite coordination and team management was able to track, measure and optimize the maintenance process that was used to locate the units, upgrade the components and test each upgraded workstation.
The Result:
Unisys was able to deliver on a project that they would have otherwise had to walk away from. The exceeded project expectations with:
- No interruption or personnel downtime.
- Exceeded SLA requirements by completing 100% of the replacements in less than ½ of the allotted schedule.
- Delivered project under budget by 22%.
- Optimize internal resource allocations for most profitable areas and offload more costly remote and peak load conditions risk free.
As a result, Unisys was able to exceed customer expectations and win additional business.
Field Assistance Program ™ - Success Profile
BancTec finds SMARTECH’s Field Assistance Program a cost effective way to optimize resources and increase organizational responsiveness.
The Company:
BancTec is a leading provider of personal computer repair services in North America and Europe. BancTec's Computer and Network Services offer quality, cost-effective solutions for desktop, laptop, server, printer, peripheral and special project support requirements.
The Need:
Adapt to flexible call conditions with unparalleled customer support in all key territories. Required Just-In-Time (JIT) staffing of skilled technicians to handle 300 calls with mandated resolution of 24 hours.
The Challenge:
BancTec’s workforce was already overworked with excessive call volumes. The project required 16 certified technicians located in the Atlanta area to meet the mandated SLA. BancTec did not have available field staff for this project and were at risk to violating their contractual obligations.
The Solution:
After trying to recruit qualified resources unsuccessfully, BancTec turned to SMARTECH because of their skill, reliability and expertise in rapidly responding to JIT requests while providing quality services at reasonable prices. Utilizing their Field Assistance Program, SMARTECH recruited qualified candidates from their on-call pool in the Atlanta area, validated skill-set matches and deployed a qualified labor pool within 24 hours of initial notification. All calls were successfully handled and completed within the SLA mandates.
The Result:
BancTec was able to staff to normal call volumes and quickly respond to peak lead conditions cost effectively and efficiently. Project expectations were exceeded because BancTec was able to:
- Meet SLA requirements by successfully resolving 100% of the calls within the 24 hour response period.
- Reduce costs by utilizing qualified resources at non-peak condition rates only as needed.
- Increased profitability and optimized internal resource allocations by staffing to standard conditions risk free.
- Improved employee morale by offloading excessive project work.
As a result, BancTec was able to exceed customer expectations and improve departmental profitability.
Let SMARTECH design a service agreement that meets your unique needs and gives you peace of mind. Call today... (512) 857-7100, or e-mail us.
