A leading global information technology consulting company, which has defined the outsourcing business, holds the IT outsourcing contract for a major automobile manufacturer. This outsourcer required a computer maintenance firm to provide services at very high SLA levels.
The automobile manufacturer is one of the world's largest and has been a global industry sales leader for 75 years. This company manufactures its cars and trucks in 33 countries.
Selection Criteria
Coverage- The manufacturer has parts distribution centers, known as SPO plants, which is a 24X7 operation and is very dependant on the computers that maintain inventory. The supply channel of parts is critical to profitability and customer satisfaction. With over 25 locations throughout the United States this contract required a company that could cover each site, while maintaining a consistent service product.
Qualifications- Due to the manufacturer’s demanding uptime schedule and reputation for tough negotiations the service provider must be able to adhere to tight schedules deliver a quality product and be fiscally attractive. The successful service firm must also be able to cover sites throughout the United States.
Savings- The manufacturer is known for constantly looking for ways to reduce costs and with today’s competitive automobile industry, it has been very diligent to reduce their IT budgets.
Realized Benefits
Improved Uptime- Since taking over the maintenance responsibilities five years ago SSCS has been responsible for exceeding all expectations for meeting service levels. SSCS have received numerous accolades from the IT management.
Better Service Call Management- SSCS has a call center that not only receives service calls, but also tracks and follows every facet of the service call. Using SSCS uncompromising adherence to fixing all service calls as fast as possible the manufacturer is experiencing a level of support never thought possible.
Cost savings- SSCS was able to shave 30% from the IT maintenance budget at the SPO plants.
We understand that our success is defined by the level of our customers’ satisfaction.
Paul Angle
SSCS Field Engineer
