Introduction: The client is a leading global high tech manufacturing company providing software technology and management solutions that help their customers secure and manage their environments against threats and risk. With 14 data centers supporting the organization’s R&D organization on their corporate campus, they have over 5,000 servers from various manufacturers that need to be supported including Sun, HP, IBM, Dell, EMC and NetApp running Unix, Linux and Windows. Zensar’s multivendor support services enabled the client to consolidate all of their OEM needs into one single point of contact at a reduced cost and ensure faster resolution times. The company’s research and development group was responsible for ensuring that the software they manufactured was performing successfully on all of their varied OEM equipment for both new hardware devices and legacy systems. Due to the client’s need to have multiple hardware platforms on hand to test their software, many of their systems were post warranty and required only hardware support. The client was challenged with their previous support as they were dealing with multiple points of contact at a variety of OEM’s that were not responsive to their support requests. They had multiple contracts that were overpriced and too rigid for their complex environment with multiple systems. The organization was looking for an alternative to reduce costs and also obtain customized and flexible service level agreements.
Single Point of Contact for Multi-Vendor Support for Leading Global High Tech Manufacturing Company
