Two Week Deadline
Dan Phelps, Supplier Relationship Manager, Managed & International Services at SCC, commented on what it was looking to achieve:
“The timeframe of initial delivery was extremely tight; just two weeks, necessitating an extremely quick turnaround. However, choosing Agilitas to handle our inventory and spares provision was a no-brainer; its position in the market was fully justified when it quickly on-boarded and got up to speed, allowing our own customer service to continue seamlessly.”
Anywhere in Europe within 2 Hours
This is where Agilitas implemented its industry-leading managed Inventory-as-a-Service (IaaS) proposition that would enable SCC to provision thousands of spare parts for its customers. These could be delivered to customer site within 2 hours and installed and tested within four hours at locations across Europe, thanks to Agilitas’ global partner network.
Unlike any other IT hardware spares inventory management system on the market, Agilitas’ IaaS solution provides true, first-class global support for SCC’s customers, all within a set, monthly rate without a significant CAPEX investment. Thanks to a high degree of collaboration with the channel, Agilitas was able to offer this at an extremely competitive price for SCC, savings of which were then passed onto its customers.
As well as its award-winning IaaS solution, Agilitas also proposed its wider remit of engineer technical training and engineer support, both theory and on-the-job based. Because the continuation of excellent customer service was a priority for SCC, Agilitas rolled-out its bespoke training courses and technical support for engineers, helping to increase engineer utilisation and streamline the overall parts replacement process for customers.
When the decision was made for SCC to move from a vendor-direct to a managed support solution, Agilitas implemented its fully-integrated, in-house developed planning tool, MORSE to manage all the required processes. This provided total visibility of all SCC parts, engineers and client locations, ensuring that the right part is delivered and installed at the right place and time, helping to meet Agilitas and SCC’s agreed two-hour Service Level Agreements (SLAs).
Logistically, this enabled SCC to coordinate parts and engineers arriving just before the component needed to be installed, ensuring better engineer utilisation and minimising any downtime for the customer. This hybrid system also seamlessly worked with SCC’s own back-office software, encompassing all planning and renewal details, helping to better plan predictive maintenance schedules.
To further empower SCC engineers when responding to a fault call, Agilitas’ training didn’t stop in the classroom; its client remote technical support teams were made available over the phone 24×7, seven days a week, 365 days a year.
“Agilitas’ theory and on-the-job-based, bespoke engineer technical training has enabled our engineers to become increasingly knowledgeable with a customer’s specific network, making our customer feel ever more comfortable. It’s very reassuring to know that Agilitas is always on-hand to assist one of our engineers, should they need it, ultimately helping to provide a seamless and superior experience for our customers,” added Phelps.
“Its fully-integrated, in-house developed planning tool has provided total visibility of all SCC parts, engineers and client locations, allowing us to meet our agreed two-hour Service Level Agreements (SLAs) and streamline the workflow for all engineers.”