As the economic slowdown bites, enterprising computer resellers have recognised the benefits of service provision as means of winning new business. ServiceTec, a leading independent IT support provider, is seeing an excellent return on its relationships in the indirect channel.
ServiceTec has seen an increase in revenue across all its divisions, against a background of gloom in the IT service sector. Norman Cleary, Director of Sales & Marketing, attributes a significant proportion of the growth to the success of its new business partner model - from which revenues have doubled in a year. "We have developed a number of strategic relationships with computer resellers, such as Tangible Benefit, Transam, Morse, and Basilica, which has resulted in a steady flow of new contracts. Resellers benefit from the partnership because our range of complementary services extends the loyalty of their customers".
ServiceTec provides IT support across the IT lifecycle to resellers; including hardware installation, rollout of new systems, user support, training and hardware and software support. First and second line telephone support is backed up by a nationwide field team of service engineers - who offer a contracted callout service as required.
ServiceTec’s independence (i.e. it does not sell hardware or software) and user focus has been cited as a major attraction by resellers. Cleary is not surprised by this, ‘It is surprising how many organisations rely on manufacturers’ warranties to provide their IT maintenance. These are usually limited to hardware failure or software bugs and provide minimal support. The service we offer is comprehensive user support. This type of ‘coverplan’ is extremely attractive to the end user and provides added value for the reseller.’
ServiceTec’s new contract wins include the British Nursing Association, which required nationwide support for its 30 new offices. With branches from Cornwall to Scotland remote support was vital. ServiceTec has the infrastructure that BNA required, as Tim Trotman, Tangible Benefit, explains.
‘ServiceTec is a highly professional organisation - and there are very few such companies out there. We have always offered high value added services ourselves but see the relationship with ServiceTec as a means of extending the range of our services, to include a nationwide support service.’
As a direct result of their partnership with ServiceTec , Cleary has seen resellers become more strategic in their thinking. ‘Although on average a company will make an IT purchase every two to three months, the life expectancy of a reseller customer is just nine months - after this the customer wants to renegotiate terms. By offering services in addition to product, the reseller can extend the relationship to several years and provide more proactive support.’
Duane Parkin, Transam, has seen the relationship with ServiceTec as a means of exploiting new market sectors.
‘The strength of the relationship is that it is not just point-to-point, it operates on all levels and this is helping us to do business better. I am now talking to David Ison the Managing Director, Norman Cleary the Director of Sales & Marketing, and Richard Moody the Director of Operations. This means that I can quickly get answers I need and we are winning more business on the strength of this.’
‘For example our main thrust currently is into the Storage Area Network market and this is greatly helped by ServiceTec’s support. It is like being part of a much larger organisation giving us access to expertise and manpower. These will enable us to sustain a high level of support for the new installations that we win.’
ServiceTec has signed 6 resellers in the last 6 months and believes that this trend will increase.
- ENDS -
Notes to editors follow
For further information, please contact:
Rachel Holdsworth/ Helen Walkinshaw
PR Consultant to ServiceTec
Marketing Consultant (YTKO)
Notes to editors:
Established in 1989, ServiceTec is one of Europe's largest independent organisations dedicated to the support of critical information systems. We employ nearly 500 people at centres throughout the UK, USA and The Netherlands, providing sales, service, repair and logistics for a range of industries including financial services, airports/airlines, manufacturing, telecommunications and the public sector.
Our clients include the Consignia (UK Post Office), Virgin Management Group, ARINC, SITA, SEMA Group and SUN Microsystems
ServiceTec is the UK's third largest accredited Compaq Service provider. Other accreditations include: IBM Authorised Service Provider, Dell Customer Appointed Service Partner, Microsoft Certified Solution Provider, Toshiba Authorised Service Partner, Fujitsu Authorised Service Provider, Cisco Premier Partner, Novell Service
This press release was distributed by ResponseSource Press Release Wire on behalf of Holdsworth Associates in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.