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Voice and Data Solutions Provider Case Study
Challenge
A major communications services provider of voice, data, and collaboration services was awarded a contract for providing one of their many large clients with a Virtual Private Network (VPN) solution. In addition to the VPN product, the end client required high-quality remote product support services five days a week, 13 hours a day. Requirements for the selected partner included utilization of specified online tools for entitlement, and account administration and integration of the VPN support solution with the solutions provider's currently tiered service desk operation. The chosen partner would also have to provide an escalation path for a variety of VPN-related issues to the end client's internal service desk staff and to maintain a close working relationship with both the solution provider and, of course, the end client.
"DecisionOne proved to not only be sensitive to our industry security concerns, but is capable and flexible enough to seamlessly supplement our existing support infrastructure. DecisionOne subject matter experts take ownership of the issues, meet the SLAs consistently, and provide great customer service."
- Voice and Data Solutions Provider