Server & Storage model

Server & Storage Model: Ensuring Smooth and Secure Transition to New Supplier

Introduction

Working in partnership with a long-standing Channel Partner , Smart CT were engaged to provide Secure nationwide break-fix support for a highly sensitive environment. The service was to be delivered via Smart CT existing FSL and field engineering network.

Supporting over 1600 components across 3 locations against a Service Level up to 4Hr24x7 and against a tight implementation deadline, Smart CT were able to meet the service requirements as well as commercial targets

The engagement with Smart CT not just enables the channel partner to not worry about ongoing support but able enabled them to ensure the service was ready for ‘go live’ date.

Objectives

Ensure nationwide 24x7 availability of replacement devices and field engineering services

Manage a vast stock holding of HPE, IBM & NetApp's– including RMA management

Provide both SC and DV cleared resource

Ensure resource available for ongoing project related activities

Provide best endeavours service for items not yet identified due to poor documentation

Challenge

The end client had been engaged with a service provider for over 15 years, documentation was light, staff were challenging to engage with due to cessation of existing contract. Working to an tight ‘go live date’ ( 4 weeks), our client was contracted to provide an end-to-end managed service with break-fix support being a key element of this. Smart CT had to ensure there was no down time and parts were available in the right location to enable the Service Levels to be maintained.

Solution

We are providing a server and storage hardware break fix maintenance contract with security-cleared engineers for our partner’s high-security customer estate, spanning three sites across the UK. Our solution also included providing expert knowledge and guidance on TPM hardware break-fix strategies and projects. This assured our partner and their customer that they could rely on us to effectively maintain their hardware and deliver support whenever needed.

Implementation

We setup an internal transition team to engage with various business units and the partner, ensuring compliance with all regulations. We coordinated with the partner to deploy security-cleared engineers for access to secure sites. Our team conducted due diligence and provided recommendation reports on customer sites. Additionally, we supplied extra project resources for configuration and installation services, and delivered comprehensive customer reports on break-fix and ad-hoc calls.

Key Outcomes

Implemented On-Time

Smart CT were able to engaged the relevant resource and services to ensure the service continued seamless from day 1

Cost Effective Model

By working very closely with our channel partner Smart CT were able to ensure the any commercial goals were met and exceeded

Agile approach

Smart CT were fully engaged and aware of the lack of documentation and accuracy of the kit list. Smart CT provided an agile model that enabled the channel partner to easily place previously unidentified items under support

Contract award

Contract award Through the approach that Smart CT engaged with a 5 year contract was awarded.

Results & Benefits

Smart CT have been awarded an initial a 5-year contract, proving we can deliver on SLAs and remain agile for all hardware break-fix contracts, as well as for projects and recommendations. This has benefitted our partner by enabling them to rely on Smart CT for performance, advice, and guidance on all aspects of hardware support, allowing them to focus on other areas of customer onboarding. We are providing a one-stop shop for all hardware support which ensures continuity, reliability, and improved customer integration.

Conclusion

By adhering to internal processes, Smart CT can now successfully take on large Hardware Break Fix support contracts, collaborating with our partner and remaining flexible to support their comprehensive service delivery. Over the 5-year contract, we will further strengthen our relationships with our partner and their customer, while fostering a blueprint for success mentality within our organization. We anticipate the contract will be extended beyond the initial 5 years as we consistently demonstrate that we were the right choice for our partner.

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