Global Shipping and Mailing Organization Chooses OSI Global for Unmatched Customer Service: A Case Study

The Customer:

A global technology company, serving approximately 750,000 customers worldwide, is well-regarded for its innovations in mailing equipment and services. The company expanded into ecommerce, software, and various advanced technologies, offering 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. Eventually, they 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 Global notably stepped up by providing exceptional customer service:

• 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 customer 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.