Success Story

Agilitas Deploys IAAS Solution to Stimulate SCC’s Worldwide Growth

SCC, Europe’s largest independent IT services provider, was looking to expand its customer base of over 2,500 clients in more than 50 countries worldwide. However, its then-current IT hardware parts logistics’ providers were preventing this growth, limited by restrictions in overall capabilities.

This is when it turned to Agilitas, the leading global innovator of customer driven IT channel solutions, to provide an end-to-end hardware spares solution. In order for SCC to achieve its desired growth and keep up with customer demands, it needed an end-to-end networking, server and storage, training and spares provision.

Outcomes

  • End-to-end 24×7 Inventory-as-a-Service solution
  • Up to two hour parts’ SLAs across server, storage and networking technologies
  • Integration of Agilitas’ in-house planning tool, MORSE
  • Theory and job based technical training and support for over 100 SCC engineers

Challenges

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.”

Solutions

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.”

Benefits

Keeping Downtime Minimal

  • 4 hour fix times for SCC’s European customers
  • Full visibility of nearly 20,000 components for 260 SCC customers
  • Securing of new customer contracts for SCC
  • Increased customer satisfaction resulting in higher renewal rates

SCC’s strategic partnership with Agilitas has enabled it to expand its in-house service offering, grow support options for its customers and remain competitive against other vendors and providers.

Agilitas’ IaaS offering has covered 19,963 pieces of networking, storage and server equipment for SCC’s 260 end-users. The level of integration with Agilitas has enabled SCC to regularly achieve 100% of its SLA targets, surpassing Agilitas’ overall average of a 99% SLA success rate across its broader customer base.

SCC’s engineers now know that when they receive a part to be installed on-site, it’s going to work first time, every time. The rigorous testing and quality control parameters that Agilitas works to has ensured that every part is in full working order, ensuring downtime is kept to a minimum. Agilitas’ industry leading repair and test facility maintain average Dead On Arrival (DOA) rates of 0.3% across their hardware spares, exceeding an industry average of around 3%.

Speechmarks

Choosing Agilitas to handle our inventory and spares provision was a no-brainer

Dan Phelps Supplier Relationship Manager, Managed & International Services at SCC

Get in Touch

CONTACT US TODAY AND TAKE CONTROL OF YOUR IT

Fill in the form below or ring a member of the team

0115 919 6000