The Client
A recognized leader in the Indian healthcare industry with 17,000 employees and global maintenance services in more than 70 countries
The Challenges
Procurri’s existing customer, an Indian multinational IT consulting and systems integration services company, introduced Procurri to their client as they needed a partner who could provide the following:
- Project management
- Extensive multi-platform expertise
- Services across the Americas, Europe, and APAC regions
- 24/7 multilingual, global help desk
- On-site spares
With IT infrastructure spanning over 20 countries, the need for a reliable organization to provide support on multiple product lines, in separate regions throughout the world, was paramount for this healthcare global leader. In an effort to streamline contract end dates, the active support time requested was 4.5 months. With adherence to a strict SLA, Procurri put into place a program to ensure all systems remained running with minimal downtime after a ticket is opened.
The Solution
From the initial engagement by the reseller to spares being delivered onsite, Procurri worked swiftly to plan a smooth transition from one maintenance provider to the alternative maintenance provider. The following steps were put into place with the initial plan being constructed within 48 hours:
- Solution crafted and project management initiated
- Colleagues in 20 countries alerted to IT infrastructure sites
- Spares gathered from Procurri stocked warehouses in each region to be placed on-site or in regional stocking locations
- Upload all serial numbers to 24 x 7 global helpdesk
- Welcome letter with escalation process and instructions to open a ticket distributed to the customer
The Results
- Project management – one point of contact for technical support across 20 countries
- Peace of mind – access to W2 level three engineers and global help desk
- Cost savings – reduced prices for reseller and end-user by 60%
