CHALLENGES
Our partner, a national electronics and appliance retailer, needed help with tech support and customer service. They requested minimal support because they didn’t know Green Light could provide more benefits to this partnership.
This retailer often kept their servers in whatever space they could, usually tucked behind office equipment in the corner of a manager’s office. This made site visits difficult and time-consuming.
Additionally, their server updates were previously carried out by another provider, but as servers aged, the requirements became more specific, and the skills required to carry out server reviews and tech assessments grew.
SOLUTION
To solve this server issue, Green Light provided a team of 15 engineers to service over 300 retail locations. We created a database of server photos, so any visiting technician knew exactly what to expect and could appropriately prepare for and easily access the servers.
This job was simple enough, but it started a conversation and displayed the quality of our work. We even showed that the engineers had the required skills to complete even the most complex server assessments.
With better communication, Green Light shared more scope for what our Managed Services could offer. We began working proactively on solving ad-hoc problems, which helped reduce costs.
This proactive work stunned our partner. When they identified a problem and saw Green Light already had a solution, they were amazed and appreciative of our efforts.
BENEFITS
- One-stop shop
Our client started coming to us with different problems and tasks once they learned all the ways we can help. Server reviews, service desk support and even improving the Wi-Fi signal in stores have been led by Green Light. We make it easy for our partner by being one team with capability across so many IT services. - 2500+ tickets closed
We’ve seen an increase in overall productivity, reductions in issues and faults, and had an average of 1200 tickets closed in the last 2 years. We combine multiple tickets for each visit to reduce costs and ensure 100% utilisation of the engineers’ time. Making each visit productive and cost effective.
