Global delivery company TNT is saving £250,000 a year from outsourcing its network management to Omnetica.
Before the support contract was in place, the £3bn-turnover company had to use local support staff in each country, which was costly and hard to manage.
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TNT says that it is now saving around £250,000 in support costs each year and that it has improved the working practices of TNT's internal support staff as a result.
Under the contract’s service level agreement Omnetica will provide a four-hour service response time over. TNT’s global network which spans 200 countries.
This network is used to track the status of any particular consignment at any given time and proof of delivery signatures are captured over the network and linked to the invoicing system. Customers can also conduct all ordering, tracking and payment directly via the TNT web site.
The network - currently comprising 550 routers and 340 switches - is primarily used for mission-critical data, with voice solutions being rolled out in some countries.
“To deliver this, we have stringent business service level agreements backed up by a sophisticated global IT infrastructure that must provide 100% availability and performance”, said Franco Scigliano, TNT's telecommunications manager.
“Omnetica provides us with a standard SLA worldwide, working hand-in-glove with our own IT team,” says Scigliano. “If we didn't have a single global supplier our costs would go through the roof, and we'd need an army of people to manage all the different relationships.”
Omnetica will provide a four-hour, on site replace-and-fix maintenance solution for the network. Faults are reported to TNT’s 24-hour helpdesk. If the fault is network-related, TNT's own specialists investigate the problem and then contact the central Omnetica Network Operation Centre. Local engineers will then be dispatched to the relevant site to repair the fault, replace any equipment necessary and feed back their findings.
“Omnetica has developed a genuine understanding of our requirements, and adds value through its flexible, customer-focused approach. We can trust Omnetica to just get on with the job, and always feel that the support engineers are willing to go the extra mile,” said Scigliano.
This article was part of Computer Weekly's managed services business channel, sponsored by Computacenter.