Service model overhaul - revolutionising asset support for a major financial institution - NSC Global

TESCO AND VERIZON

THE CUSTOMER

VTS UNICREDIT

UK AND EASTERN EUROPE

THE LOCATION

EMEA, APAC, NAM
(28 COUNTRIES
SUPPORTED)

NETWORK UPGRADE

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_Case_Study_Images_V110

NSC’S SOLUTION

NSC worked closely with VTS 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.

Introduced technician roster for critical sites

Skilled teams delivering at scale

Met premium SLA target

sla-target

Solution covered 28 countries

Over 3400 sites

Rapid deployment in two weeks

Rapid deployment at scale

Full OEM support for in-life devices

partners

With us on your side anything is possible

Global business doesn’t have to be complicated.

We make it simple, with thousands of expert people, delivering to more than 100 countries.

Our expert team is well-equipped to address your specific needs while maintaining a strong focus on environmental sustainability.

We’re not afraid to make difficult decisions. We think creatively. We act quickly. And we do what it takes to transform your business with flexibility – through IT process out-tasking, to infrastructure management, technology services and more.

You can trust that your IT requirements will be met with an environmentally conscious approach, allowing you to enhance productivity, streamline processes, and contribute to a greener future.

“As a long-term employee (16 years), I have found NSC to consistently be a dynamic environment to work in providing a variety of opportunities to increase my technical knowledge and develop soft skills. The company provides a rich environment for collaboration and empowers individuals to take the lead in fulfilling customer projects.”

Kevin AnsellTechnical Architect

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