When one of the world’s leading supply chain companies was struggling with multiple support contracts, Vohkus created a single-contract solution backed by a self-service portal and dedicated service desk.
This client – one of the world’s leading supply chain management companies – designs and implements industry-leading solutions in both freight management and contract logistics. It has over 42,000 employees working from 17 regional centres globally, providing services to some of the largest companies in the world.
Digitisation and improved customer support were high on the agenda, so that consignments could be arranged and tracked via new web and mobile apps. These innovations required availability and reliability, and the client needed to extend its infrastructure support arrangements past its traditional three-year ‘tech refresh’ cycle. This was nonviable because of its highly diverse infrastructure which required multiple support contracts, each of which was subject to escalating vendor support costs.
Review and consolidation
Vohkus began by conducting a full asset discovery and audit of the existing infrastructure, reviewing both the existing hardware and associated support contracts. This also involved legal analysis and appraisal.
Following this exercise, Vohkus specialists were able to consolidate everything into a single Breakfix contract. Services are accessed through a portal and dedicated service desk, operating against an agreed service level agreement.
Return on investment
The client estimates that management and overall support costs have been reduced by more than 40%. All items are now reported and tracked through to closure using the portal, making it much easier to report on progress and to spot recurring incidents.
The client’s IT team is now able to focus on adding business value in line with its digitisation strategy rather than being constantly constrained by managing Breakfix incidents, and the overall user experience for clients and staff has been considerably improved.