The Customer had just come out of post-warranty support with a substantial number of server platforms including IBM, Dell and HP, across 31 countries globally. The renewal quotes from their existing vendors would have meant a huge increase in annual Support costs, without adding any justifiable value or benefit
Ross Teague, Nebula CEO
Even before the customer had fully scoped their service requirements, Nebula assisted them by taking fault calls and responding to, and resolving, active hardware failure issues. As a result, the client could see how Nebula go the extra mile to assist their customers. This highlighted Nebula’s core values and customer success obsessed approach, choosing a strategic long-term trusted partnership over a simple customer transaction.
We were available 24x7, facilitating calls and helped resolve hardware incidents even before we had finalised a contract – we were there from the beginning.
Nebula carried out a hardware inventory review and made suggestions based on delivering a service model that was right for the customers business objectives:
The aim was to reduce down-time and any loss in productivity, for which the cost implications would have been devastating for the customer.
Through Nebula’s creativity and our ‘Customer Success
Obsessed’ approach to strategically managed Services,
we helped achieve:
Since the onboarding of the initial contract, Nebula have continued to expand their level of support by placing new technologies under support and expanding into new territories to align with the partners growth plans.