Network Equipment Manufacturer

How did a growing technology manufacturer expand into multiple new territories-without sacrificing great customer service?

‍

What they needed?

‍A consistent structure for executing a controlled expansion into new markets

This growing technology company was having to manage multiple service partners to get the support they needed to expand into new markets. This meant multiple points of contact with inefficient business operations. They needed a partner with a global presence and proven service capabilities to help bring their groundbreaking solution to new markets consistently and with the highest levels of customer satisfaction. To grow their business efficiently, they needed a service structure that was flexible, could expand geographically and would enable them to efficiently deploy new solutions.

‍

What we delivered?

A single-source field service solution

The company turned to NCR Atleos Telecom and Technology (T&T) team to quickly implement field services as part of its end -to- end network services offering to eliminate the need for multiple local partners. We provided a standardized set of people, tools, and processes across their global operations in a labor-only field services model that provided customized web-based training to field engineers.

Developed in collaboration with NCR Atleos' Global Learning organization, the training was deployed to nearly 300 field engineers in the first year. This made it easy to train both NCR Atleos' direct field resources and non-direct services partners rapidly and seamlessly.

Now, our client had a single point of accountability and a consistent global service solution that was easy to manage.

‍

What happened next

Expansion to 6,000+ units in 69 countries

The company saw immediate results, including improved SLAs. The initiative enabled the company to move from 'next business day' offers with various vendors to a 24/7/365 global presence across 43 direct countries. In just one year, the partnership grew to more than 6,000 units in 69 countries (47 direct countries plus 22 service partner countries). They have also realized significant efficiency and delivery quality improvements through the use of common tools and processes such as Global Call Management (CallOne).

Public link

Please use the above public link if you want to share this noodl on another website.