Partner Profile: Strategic Value-added Reseller
Use Case:
Deliver repeatable technology support services by centralizing all network and desktop support for leading national
environmental solutions provider at 1,240 customer sites across the U.S. and Canada
Requirements:
• Support VAR partner with international tech deployment through coordination of field technicians and
deliverables management
• Deploy required skilled technical resources to 1,240 client locations to meet onsite arrival SLO
• Offer planned and agreed to money fixed fee invoice upfront for program services delivery
• Meet SLOs for escalated support request
Solutions:
High Wire Global Command Center services delivers:
• Tier 1 service desk
• On-demand logistics management – vetting and selecting from 15,000 field technicians
• Project coordination for scheduled maintenance
• Four-hour service level agreement for emergency services and network outage remediation
• Easy-to-engage process to coordinate right person, right place and right skills
• Flexible and customizable engagement models
• Single point of contact for deliverables
Outcomes:
• 250 service tickets per month
• 96% on-time completion rate
• 98% success rate
• Delivered additional technical staff augmentations services and networking installation solutions
• Partner leveraged High Wire’s expertise to engage with customer from the onset
• High Wire’s service delivery methodology, helped partner to better process and organize customer data, including
information related to incoming tickets and identifying true break/fix incidents
• High Wire transitioned partner from a time and materials billing model to a more efficient and cost-effective fixed price
managed services model
• As a result, High Wire won an expanded $1.6 million contract renewal for the upcoming year to deliver full range
of tech managed services to support data network resources, computer equipment installation, relocations and
upgrades, Wi-Fi access points, wireless mesh, cabling, and fiber runs
Advantages of a Managed Services Model
As a result of moving the channel partner to a more advantageous managed services model, High Wire demonstrated the benefits of a managed service program over a single engagement. Both the partner and end-customer have enjoyed the benefits of a service delivery model that is predictable and reliable, and they have also been better able to delineate between managed services request and project work. This has strengthened the relationship between High Wire and the partner and also created opportunities for additional managed service wins and tech enablement engagements with new customers.
Grow Your Revenue by Partnering with High Wire to Deliver a Managed Service!
