OEM Case Studies

Leading Global Computer Manufacturer Case Study

Challenge

One of the world's top Original Equipment Manufacturers (OEMs) of personal computers and servers was enjoying an all-time high in product shipments, revenue, and operating income across their operations worldwide. One of the reasons they were so successful was their cost control model, including constraining the growth of its support infrastructure — which entailed moving its help desk offshore. Because this move was met with a negative customer response, it was more critical than ever for the manufacturer to provide high quality, consistent, and reliable onsite service for their products.

"DecisionOne's stellar customer service rating is why we are increasing their calls as fast as they can scale their services without compromising their customer service excellence. Our customers are in good hands with DecisionOne, and that not only bolsters customer satisfaction, but also generates goodwill towards our company."

-Leading Global Computer Manufacturer

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