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Tyco Electronics Case Study
Challenge
Global electronic components manufacturer Tyco Electronics was seeking a national, multi-vendor service organization that had the technical expertise, geographic coverage, help desk support, and 24/7 service coverage to meet their warranty and post-warranty technology service requirements of more than 9,000 PCs, servers, and peripherals dispersed throughout the United States. As a world leader in cutting-edge wireless, active fiber optic, and complete power systems technologies, Tyco operates around-the-clock, therefore downtime has a significant impact on employee productivity, customer servicing, and ultimately the company's bottom line. Tyco required a service partnership and delivery model that utilized remote and local resources, and the ability to route and track consistently service transactions to other internal and external teams for resolution.
"DecisionOne consistently exceeds both our SLA and our expectations. We view our relationship with DecisionOne as an insurance policy that delivers consistent, reliable service with minimal involvement on our end. DecisionOne has the expertise to manage our technology support so our employees can focus on developing cutting-edge electronics."
- Alan Loesch, Tyco Electronics Help Desk Manager