Our Customer
SunGard required a cost effective, efficient and flexible service provider, capable of delivering high availability over an estate of 2,300 servers and storage devices from multiple vendors across the United Kingdom. Having delivered similar services for a number of customers, Allied, with its experience and skilled resources, was the natural partner of choice.
Objectives
Through the project Allied aimed to offer:
- Support for 2,300 servers across UK, ensuring high availability
- Reduction of costs
- Retention of existing expertise
- Reduced complexity in managing a multi-vendor environment
Solution
Allied’s tailored service offer to SunGard included:
- Transitioning the contract from the existing provider, including the TUPE transfer of existing staff within a record time of only three weeks
- Implementing a 24/7 service desk and an on-site solution, utilising an existing field-based team to provide out-of-hours support
- Improved reporting and SLA and call analysis
- Creating a global service desk function providing 24/7, flexible and scalable resources
Benefits
After successful implementation, Allied managed to achieve:
- 25% cost reduction and on-going year on year savings based upon our unique ‘reliability rebate’ scheme
- SLAs running at around 95%
- A helpdesk and logistics operations providing the required backup 24/7
- Continual improvement through continued innovation and recommendations for service improvement
- Dedicated staff have been integrated into the Allied family
Keys to success
Through the project, Allied and SunGard have achieved:
- Availability –Minimal downtime across their substantial server estate in the UK for high availability
- Customer Satisfaction – Greatly improved client satisfaction with consistent support
- Retained expertise –TUPE transfer of the existing support team allowed for the retention of
their skills and knowledge
