The Customer:
A Fortune 500 American multinational pharmaceutical and biotechnology corporation, specializing in the development and production of medicines and vaccines across various medical fields including immunology,
oncology, cardiology, endocrinology, and neurology. Notably, a key contributor to global COVID-19 vaccination efforts.
Background:
With a vast global footprint spanning 40 countries, the customer manages a diverse infrastructure comprising 990 assets, including networking devices on the edge and in the core, x86 and HCI computing platforms, and sophisticated storage across mid-range, enterprise, and niche environments. In 2012, the customer initiated a relationship with an alternative provider of Third-Party Maintenance (TPM) services, a concept relatively new to the company at the time, as they recognized the potential benefits of TPM in optimizing maintenance operations and reducing costs.
Challenges:
The customer’s initial experience with TPM was marred by service delivery challenges from their incumbent provider. Missed SLAs and slow response times hampered their ability to maintain its critical infrastructure efficiently. Dissatisfied with the incumbent provider’s poor customer service, the customer sought a more reliable and responsive solution to address its maintenance needs.
Solution:
Impressed by the customer service and reputation of OSI, the customer chose them over the incumbent provider. OSI’s track record of exceptional service and commitment to customer satisfaction aligned with the customer’s requirements for reliable and efficient maintenance support. Within just 60 days of partnering with OSI, the customer experienced a remarkable 88% reduction in ticket response times, significantly improving the overall efficiency of its maintenance operations.
Benefits:
Improved Service Quality
OSI’s proactive approach and dedication to customer satisfaction resulted in a significant improvement in service quality, with the customer experiencing faster response times and more reliable support.
Cost Savings
By choosing OSI over the incumbent provider, the customer not only improved service quality but also realized cost savings through more efficient maintenance operations.
Renewed Partnership
The impressive results achieved within a short period prompted the customer to renew its partnership with OSI annually, underscoring the value and trust established between the two organizations.
Conclusion:
The successful adoption of Systain TPM with OSI demonstrates the transformative impact of reliable and responsive maintenance support on operational efficiency and cost savings. By choosing OSI over the incumbent provider, the customer overcame service delivery challenges and achieved significant improvements in service quality. The renewed partnership between the customer and OSI reflects a shared commitment to excellence and underscores the pivotal role of TPM in optimizing maintenance operations within multinational corporations.
