October 4, 2020
Case Study – Utilities & Energy
One of Europe’s largest utilities and infrastructure business with revenues in excess of £2.5bn in 2017 employing over 20,000...
TRANSACTIONAL IT SUPPORT SOLUTIONS
Today businesses are finding providing reliable and cost-effective hardware maintenance to support rapid repairs across there estates increasing challenging. Whilst many upgrades can be managed remotely; there is still a high level of requirement for reliable hands-on’ support on-site.
The breadth of equipment used across most workplaces makes it virtually impossible to keep spares on-site, let alone employ skilled engineering staff to perform these repairs.
When our clients cannot fix the issue remotely and need a physical engineer visit, we can provide engineers on a dispatch ticket for a specific issue or for longer durations such as, part-time, full-time or to provide backfill for their own engineers.
Our Break/Fix service is provided on a transactional model, so you only pay when you place the call. This model has become increasingly popular since COVID 19 and acts as a protection against unpredictable fluctuations in demand.
TVS SCS close-loop logistics approach brings together engineers with a network of distribution options and specialist transport, ensuring the engineer and part arrive on time to achieve the SLA and keep your customers happy.
We are Channel services provider delivering white-label engineer led services for regional and global companies. Our engineers across Europe support Desktop & Enterprise equipment as well as EPOS, Banking & ATM, Managed Print, Warehousing and Logistics.
Our Lifecycle Services include hardware staging, deployment and ongoing maintenance with certified disposal of data and legacy equipment at asset retirement.
We can help you recover value from retired assets and can refurbish and resell it for you, or dispose of it in an environmentally and legally compliant way.
We have extensive workshop repair centres throughout Europe which carry out 1000’s of repairs every day on a range of items include PC’s, laptops, printers, EPOS, Handheld scanners and ruggedised devices. Repaired equipment can be distributed across Europe overnight using our own transport network for installation by our engineers.
We also own one of the largest Same Day courier fleets in Europe, so we can collect and deliver urgent parts to our technicians or to your client to achieve the SLA, as part of a single closed-loop service.
KEY BENIFITS
- Stock Management - Complete stock management.
- Warranty - Warranty management.
- Stock control - Stock loop control and reporting.
- Onsite - All onsite break/fix, IMAC and new installations. “hands and eyes” support.
- Permanent - Campus based permanent engineering resource.
- Temporary - Temporary backfill & project services.
- Troubleshooting - Troubleshooting, diagnosis and intrusive repairs.
- Distribution - Spare parts distributed through the TVS SCS PUDO & FSL network.
- Preventative - Preventative Maintenance.
Leveraging technology to provide a better service
In conjunction with our Technology Logistics division which provides a spare parts logistics supply chain with seamless distribution and inventory management throughout 22 European countries, we are now delivering over 250,000 field service events per year and 1000’s of hours of project and backfill engineering service every day in Europe. Services include fully intrusive fault diagnostics and repair, proactive replacement of maintenance kits and long-life consumables, two and four-person equipment exchange and return to base repair.
1. Highly trained professionals
Service levels range from 4-hour and 8-hour to fix, to standard next day and coverage is provided seven days a week.
Our flexible multi-skilled field service technicians deliver on-site service. We operate a robust mix of self-employed and directly employed technicians and focus on diagnostic and problem-solving skills. As well as being technically trained, all technicians go through pre-employment screening checks.
We then provide an ongoing training and development program via our in-house technical trainers.
2. Fully dedicated customer service desk
Our Customer Service Desk provides full end to end ticket management providing technical vetting of fault calls, end-user contact, booking of appointments, spare parts ordering and escalation management.
3. Well rounded training facilities
Our Project Services Division delivers large estate refresh programs encompassing all IMACD activity, supplying the technical staff, engineers and project management. Sometimes our clients only need us to supply them with the extra resource. We do this with staff augmentation, where our engineers join your team for as long as needed.
We use a single service management system to monitor and control activity across the UK, and a skill-based accreditation mechanism controls engineer allocation.
Why TVS SCS?
100 Years Of Excellence In Trading And Technology
Pivotal Supply Chain Solutions To Top Companies In The World
Warehouse Space, Labour & Technology Anywhere It’s Needed
Customised Solutions With AI Integrations And Machine Learning
FAQs
What is Break/Fix?
Break/fix is a service offered by a specialist company in which the consumer pays an agreed amount for an engineer to arrive on-site and fix a service issue.
The service provided by the break/fix engineer may include repairs, maintenance, upgrades or system installations and covering a range of hardware and software.
Typically, the Break/Fix company will offer a range of service options relating to the length of time their engineer arrives onsite to carry out the service.
TVS SCS offers a comprehensive break/fix service across the UK and Europe, with service levels ranging from 4 and 8-hours to fix as well as a standard next day fix, with coverage provided seven days a week.
The company also provides engineers on a part-time or full-time basis or to provide backfill for their own engineers’ holidays, sickness or absence.
What are the key benefits of Break/Fix IT services?
Today businesses find it increasingly challenging to provide reliable and cost-effective and responsive IT support across their estates.
Whilst there are some repairs and upgrades that can be managed remotely; there remains a high demand for reliable hands-on IT support attending on-site.
These are the following key benefits of employing break/fix service within your company:
As a way of reducing your IT management costs: Break/Fix companies offer the support of engineers on a transactional basis, so you only pay an agreed fee when you book a call out, this will significantly reduce your overall IT management costs.
As a way of establishing a proactive maintenance strategy: Most Break/Fix companies offer a range of service in addition to repairs, these include maintenance, upgrades or system installations. By using an established Break/Fix company to carry out regular maintenance on your equipment, you are leveraging the experience of engineers who typically would have carried out thousands or repairs for other clients on similar equipment and are well-positioned to provide proactive maintenance to keep your system failure-free.
As a way of providing backfill cover for your own engineers: TVS SCS is one of a small number companies that offer engineers on a part-time or full-time basis or to provide backfill for their customers own engineers’ holidays, sickness or absence.
TVS SCS is a channel services provider delivering white-label engineer led services for regional and global companies. Our engineers operate throughout Europe and support Desktop and Enterprise equipment as well as EPOS, Banking & ATM, Managed Print, Warehousing and Logistics.
What is a Channel Partner?
A channel partner is a service company that works in partnership with technology manufacture or vendor to offer its services to their partner’s customer on behalf of their partner either though a co-branding or white label relationship.
Channel partners typically include retailers, technology support companies and distributors the partner acts as part of their client’s business and carry our services on behalf of their client.
For example, a manufacturer may appoint technical services partners to deliver maintenance and support to their install base of warranty and contract customers.
TVS SCS act as a channel part for a range of companies proving closed-loop logistics solutions including:
- Stock management
- Stock purchasing
- Stock repair
- Warranty management
- Stock loop control and reporting
- All onsite break/fix, IMAC and new installations
How do Channel partners add value?
Channel partners provide a range of service which allowing their customer so focus on developing their core competency without having to invest time and money in peripheral activities, such as system maintenance, distribution or installation.
If manufacturers perform these services without the support of channel partners, they could lose focus on their core competency and slow their growth. For example, if, rather than appoint global technical services partners to deliver maintenance and support to their warranty customers, decided to provide this service themselves. Not only would the investment be significant, but the ability to offer services globally would take considerable time to develop.
TVS SCS act as a channel part for a range of companies proving closed-loop logistics solutions including:
Hardware break-fix engineering,
Deskside assistance IMAC Server and networking support
Project refresh activity
Stock management
Stock purchasing
Stock repair
Warranty management
Stock loop control and reporting
