The Customer:
A global technology company, well regarded for its innovations in mailing equipment and services, expanded into ecommerce, software, and various advanced technologies. Serving approximately 750,000 customers worldwide, this company offers a wide range of solutions, including mailing and shipping services, global e-commerce logistics, and financial services.
Background:
The customer faced significant challenges during supply chain disruptions, especially amid the COVID-19 pandemic. Initially, they relied on a well-known, market-leading competitor for hardware maintenance but eventually sought a partnership that could offer more reliability and responsiveness.
Challenges:
As supply chain disruptions became more frequent, the customer faced challenges due to the limited availability of essential hardware needed for operations. They needed a dependable solution to ensure continuity and efficiency in their operations, particularly for hardware such as Aruba
switches and access points.
Solution:
OSI’s proactive approach and dedication to client service played a critical role in addressing these challenges. OSI notably stepped up by:
- Providing quick shipments of needed hardware, even when
such items were scarce. - Offering personalized, urgent solutions, such as flying out a
team member to fix an issue within two days in response to
an emergency involving optical cables.
Benefits:
The key incident that solidified the customer’s decision to switch to OSI involved an emergency where optical cables failed. OSI demonstrated exceptional service by having a team member fly from New York to Austin on the same day to resolve the issue, illustrating a level of dedication and
reliability that was unmatched by their previous provider. This incident was a significant factor in their decision to award OSI the contract for their Third Party Maintenance (TPM).
Responsiveness, and going above and beyond for their customers, has solidified OSI’s reputation as a customer service leader in the industry.
