National Service Team Case Study
IP Telephone Provider
“A well-established Telecoms Provider to Businesses within the UK, needed a reliable Sub-Contractor who could undertake regular works for them on their client’s sites. Capital had initial discussions with the client and explained that this scenario fit perfectly with our ‘Service Team’ concept.”
The Problem
As part of the discussions, it was also evident that additional services would be beneficial to both the end user and the Telecoms Provider. It was agreed that for a fixed fee per Telephone per month, Capital would undertake a Six Monthly clean of all installed telephones and complete an annual IT Hardware Audit along with a bespoke site report.
This report, which was designed with the assistance and input from the Telecoms Support Desk, allows the first line callers to have a greater understanding of how the telephone system is currently configured and how each phone is connected to the network.
Challenges
Relevant headings were agreed for the annual audit, this allowed the results to be fed back into the Telecoms Provider’s CMDB system. The first visit was to be completed 6 months after the installation, so a brief process had to be devised to ensure works were handed over to all parties. This was devised by creating a shared mailbox and group email accounts, which proved seamless and straight-forward to manage going forward.
For the bespoke site report, Capital asked the Telecoms Provider what information they would like to see. With minimal fuss, the report was finalised and made unique to this client. These were also set up to be sent through to a dedicated email account of the clients choosing, as soon as they were signed off by each site.
Solution
The end client saw these additional services as extremely beneficial and the Telecoms Provider was able to monitor their installed estate with little expense.
The key to being able to provide this service is that Capital has a fully trained and available workforce around the UK. By using our dedicated scheduling system, we’re able to ensure the works are completed within the correct frequency and in the most efficient manner; this allows costs to be kept realistic for all parties.
Payments are made back to Capital via a Direct Debit system; this allows for efficiency savings and removes the task of verifying numerous small invoices per month.
