Case Study

Field Support Service

A strong reduction in the customer's operating costs is required without detriment to the existing quality of service.

industry

Infrastucture Technology

offer

SSN maintenance service

scope

100% Park installed

need

A strong reduction of the customer’s operating costs is required without detriment to the existing quality of service; the solution must include controllability by the customer on the one hand and flexibility in the variation of volumetrics on the other.

necesidad
estrategia

strategy_

Strategic sourcing. Level 1 and 2 maintenance processes for break & fix and IMAC are transferred from the customer’s team to Decsis. The Decsis team is integrated into the client’s team. A flexible pay-per-use model is established for volume management with technical and financial service level commitments.

results

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25% reduction in operating costs in the first year of service. Maintaining a 2% cumulative cost improvement in subsequent years.

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Productivity increase of 40% in the first 3 years.

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Service Level Agreements (SLA) improved year on year, reaching for three consecutive years the best service in Europe in terms of quality according to customer rankings.

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