Nationwide Resources for a Leading Managed Services Provider
Client Challenge
Our client, a leading Australian Managed Services Provider (MSP), services over 400 or more customers with facilities all over the country. They were having difficulty getting skilled resources to respond to IT incidents, leading to unacceptable delays, inconsistent quality of work and dissatisfied customers.
Solution
Using our national network of Field Service Agents, we’ve delivered consistently high-quality service all over the country. Since 2017 we’ve regularly completed end-user, network and server installation, refresh or maintenance jobs in every capital city location, most major regional centres and remote locations as diverse as Alice Springs, the Pilbara, Port Lincoln and Moree. We’ve met our MSP’s service delivery KPI’s and have played a key sub-contractor role in their service delivery to their customers.
Providing skilled resources at multiple locations helps our partner meet their clients’ onsite support needs
Result
We’ve met every single service request that’s been made of us assisting our client to meet agreed service KPI’s with their customers.
We’ve configured and swapped out thousands of end-user, network and server devices, playing a key role between our client and their customers.
What the client said:
“As one of Australia’s leading Managed Services providers, we expect very high levels of service from our suppliers and subcontractors. Our reputation depends in part on their ability to execute the tasks and provide the services we engage them to deliver in line with our agreed service levels.
Given that our sub-contractors are interfacing in a very direct sense with our clients – including delivering services on client premises – it is imperative that the standard and quality of service that we expect are consistently delivered.
We have found that the engagements we have entrusted to Interlink have been delivered beyond our expectations. This includes the provision of resources to configure end-user devices prior to deployment at client sites, attendance at client sites to decommission desktop PC’s, transfer user data to new devices and install them to our client’s satisfaction.
We have also engaged Interlink to work with our Project Manager on client infrastructure refresh projects to decommission, transport, sanitise and remarket (or environmentally dispose) decommissioned servers, storage and network devices.”