What to do when your IT partner isn’t living up to expectations
For one financial services firm, fantastic customer service and an exceptional employee experience were core values of their business. However, inefficient device management threatened to disrupt productivity and negatively affect the employee and customer experience.
The firm had been working with an IT services vendor that was having trouble keeping up with their needs. Estimated Time of Arrivals (ETAs) were consistently missed and service levels were no longer meeting expectations. It became apparent that the firm’s IT needs had grown beyond what their current provider could handle.
The firm decided it was time to find a new vendor with the technical capabilities and capacity to serve their current IT needs and grow with them in the future. So, they put out an RFP.
A partner to rely on
The firm’s IT leadership knew what they wanted in an IT services provider. They were looking for a complete reseller with end-to-end lifecycle services for all their devices. At the time, they were leasing their entire device fleet. They wanted an partner that could maintain their legacy, leased devices and replace each one as it reached the end of its usable lifecycle.
Knowing we had the capabilities and bandwidth the firm was searching for, Insight answered their RFP. The client was pleased to learn about our robust services portfolio and ability to deliver on large-scale deployment projects. This, in combination with our competitive cost proposal, was what led the client to ultimately select Insight as their preferred IT partner.
The client wanted to have a reliable stock of devices available when needed, so they were excited to leverage Insight’s warehouse services to store, kit and configure new devices. They chose to go through Insight’s labs and integration team to have the devices imaged, tagged and shipped out — all with no touch from the client.
The client is now better equipped to maintain their endpoints in the field and deploy new devices faster, thanks to their partnership with Insight for device lifecycle services. Since this initial project, the client has also engaged with Insight for professional services and IT staffing. We’re also now in process with a new project to implement networking architecture and Cisco® collaboration modernization.