Posted:
01.09.2019
With over 164,000 employees worldwide our customer, a large global systems integrator (SI) headquartered in India, provides IT consulting and business process services. The SI was working with an end user who was looking for a break-fix solution and proactive maintenance support that would service the end user for many years.
The end-user was working with an existing long-term partner for break fix maintenance support and that partner didn’t have the expertise to resolve the ongoing issues, leaving the end user vulnerable with increased downtime. The end user felt the partner’s understanding of their IT equipment and solutions was poor and the maintenance service levels performance was not fit for purpose.
The SI engaged Procurri’s level three and level four technical engineering teams to work with the end user to help them understand the core issues. The engineering team dialed into the end user’s system to see the error logs and quickly identified the issue and resolved it to get the system live. This helped to restore the end user’s confidence that there were partners out there such as With over 164,000 employees worldwide, our customer a large, global systems integrator (SI) headquartered in India, provides IT consulting and business process services. The SI was working with an end user who was looking for a break-fix solution and proactive maintenance support that would service the end user for many years.
Increasing challenges The end user was working with an existing long-term partner for break fix maintenance support and that partner didn’t have the expertise to resolve the ongoing issues, leaving the end user vulnerable with increased downtime. The end user felt the partner’s understanding of their IT equipment and solutions was poor and the maintenance service levels performance was not fit for purpose.
The SI engaged Procurri’s level three and level four technical engineering teams to work with the end user to help them understand the core issues. The engineering team dialed into the end user’s system to see the error logs and quickly identified the issue and resolved it to get the system live. This helped to restore the end user’s confidence that there were partners out there such as Procurri, who could provide a better service than they were currently receiving.
Once the initial issues were resolved, the SI started looking for a partner to maintain their IT systems with proactive maintenance support for numerous OEM brands. The end user had started to believe only the OEM may have the knowledge to be able to provide the levels of service required. However, Procurri proved there were third parties out there that could deliver the high level of service they needed.
This was also at a significantly reduced price which saved our partner over 70% compared to the OEM equivalent. These cost savings can be re-invested in new technologies providing improved performance within the IT infrastructure.
Procurri is supporting the end user’s legacy systems in environments where OEM support could drop off, highlighting their technical expertise as well as reducing the end user’s IT budget significantly as they can sweat the assets for longer. Life is much simpler for the end user as once the current assets drop off OEM support they are added pro-rata to the contract helping them reduce Op-Ex and providing them with one contact – making IT easy.
Procurri has completed the first year of maintenance support for the end user with a good understanding of their systems. Moving into year two, as the end user migrates to new technologies over the next 2/3 years, they are looking at gaining residual value for their redundant equipment by using Procurri’s buyback asset recovery program.