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A WAN appliance company teams with IBM to deliver award-winning, on-site technical service

IBM Global Technology Services. A WAN appliance company teams with IBM to deliver award-winning, on-site technical service. The need:

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A WAN appliance company teams with IBM to deliver award-winning, on-site technical service

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  1. IBM Global Technology Services A WAN appliance company teams with IBM to deliver award-winning, on-site technical service The need: A WAN appliance provider needed an on-site service delivery infrastructure to provide field engineering and replacement parts in four hours or less to its US-based, Platinum Support customers. The solution: IBM Global Technology Services – maintenance and technical support created a nationwide network of parts depots and field engineering expertise to expeditiously serve Platinum Support customer needs. “When IBM service engineers arrive on-site as part of the Riverbed service team, it proves to be a huge differentiator and an enabler of sales.” —Director, global support delivery, a WAN appliance provider The benefit: • Decreases on-site technical support and warranty expense at a fraction of the cost of developing and maintaining in-house service and support capabilities • Provides a world-class national technical support infrastructure while decreasing warranty, service and support costs • Delivers superior service and enables the client to maintain its customer relationships Solution components: • On-site maintenance • Consigned parts logistics • Project management MTP03143-USEN-00

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