THE CUSTOMER
A GLOBAL FINANCIAL INSTITUTION
THE LOCATION
EMEA, APAC, NAM
(28 COUNTRIES
SUPPORTED)
THE SERVICE
INFRASTRUCTURE
MAINTENANCE SERVICES
(NETWORK DEVICES)
THE CHALLENGE
A financial institution was facing service issues with their incumbent support model, which impacted their customers’ network uptime and productivity. The incumbent failed to meet the Service Level Agreement (SLA), and in-life assets lacked proper coverage for OEM technical and software support.
NSC’S SOLUTION
NSC worked closely with this financial institution and its vendors to identify support gaps that were causing SLA failures. We analysed over 51,000 assets across 28 countries, providing the best solution that addressed the customer’s needs.
We offered full coverage via OEM for in-life devices, technician roster for critical sites with an onsite badge, and the best sparing mode for end-of-life assets. Our experience and OEM partnerships, coupled with our keen understanding of the customer’s problem, resulted in us winning a one-year contract.
RESULTS
NSC activated the service in two weeks with minimal service interruption, despite the timeframe including the Christmas and New Year holiday.
We achieved the overall SLA target and provided additional services beyond the initial scope to address problems faced by the customer with the prior incumbent.
We provided the required premium SLA, reducing operational costs by moving the RMA process to our Service Desk when part replacement requests were submitted by the customer’s team.
We also added additional services to support the customer with installation requests that were not part of the original scope.
THE NSC ‘EXTRA FACTOR’
NSC’s flexibility and agility in meeting the customer’s demands on pricing and scope of services were critical in winning the deal. The premium SLA and additional installation support provided addressed the support gaps and reduced operational costs. NSC’s ability to provide additional services outside the original scope demonstrated our commitment to excellence and customer satisfaction.
