Consolidated maintenance contract for media and print specialist

Customer Challenge

Carepack for hardware support ending at different times with varying costs – not easy to manage or control.

Final solution

  • Consolidated contract that starts and ends at the same point for all equipment.
  • Better value, better support and ease of adding new products.
  • Volume price discounts
Photo by zefart/iStock / Getty Images

Customer engagement

Staying on top of maintenance agreements and extended warranties was a considerable challenge for this client who had acquired their equipment through various channels before selecting Port-P as there preferred partner.   The client’s infrastructure is built using HPE equipment. Port-P and HPE conducted several conference calls and site meetings to explore how a single streamlined maintenance contract would benefit the customer. 

It was clear that there had been no cohesive strategy in place when acquiring support and the client had a genuine fear that some key components were not covered by agreements.   The client’s infrastructure is built using HPE equipment.  Port-P and HP worked collaboratively with the client to explore how a single streamlined maintenance contract would benefit the customer.   To this end, Port-P installed Insight Remote Support (IRS) to show the customer how this real time support would work.

ADD IN WHAT IRS IS

Port-P then presented the client a bespoke package based on IRS in combination with the HPE support services.  This covered all equipment in a single contract that provided a preventive and remedial service to physically repair or optimise hardware as well as included basic installation, contract maintenance and per-incident repair both on-site and at a centralised repair depot.  The bespoke package also included telephone technical troubleshooting and assistance for setup and all fee-based hardware warranty upgrades. With such a wide-ranging level of support, maintenance issues could now be simply managed and were no longer time consuming.

IRS in combination with the HPE support services provided a preventive and remedial service that physically repaired or optimised hardware, and included basic installation, contract maintenance.


Results and conclusion 

The blanket support and maintenance package saved the customer time and money, and also removed the chance the equipment would not be covered.  After a successful first year, the client has recently extended the contract for a further 3 year period.