Hardware Maintenance Support at Körber Group
Introduction: Providing hardware maintenance and support contract services since 2013 to Voiteq and latterly to Körber since 2018, to enhance productivity and IT efficiency direct to them and their customers with 13 active support contracts.
Service Solution Provided: Hardware Maintenance Support
ICC Representative: Garry Higgins, Senior Account Manager
Körber had used a manufacturer’s warranty and a third-party provider prior to using The ICC Group IT services. Difficulties were experienced with the manufacturer when a diagnosis of faults was required. They were not able to respond to remote diagnostics and it was not easy to get parts dispatched to site or engineers on-site.
- End of manufacturer’s warranty
- Previous third-party provider not proving cost effective
- Lack of support and remote diagnostics
- Slow response to get engineers on-site or parts supplied
ICC is a hardware maintenance service provider looking after Körber’s in-house equipment and their customer’s kit which is predominantly Dell and HP. Körber provide voice directed work solutions and we support the back-end servers that their solutions run on. Most of the Körber customers we currently look after are in warehouse distribution with household names such as Sainsbury’s, Brakes and GIST. The Körber solution provides a warehouse solution using several technologies, including voice, scanning and robotics. This equipment is business critical to ensure the smooth running of major distribution warehouses including but not limited to efficient picking and packing of goods.
Our hardware maintenance services include on-site spares to enable the customer to hot swap if required and parts are dispatched to site as and when required. On-site Engineer support is available when required with a full swap kit of spares or a spare server to diagnose and repair. The ICC Group currently cover Körber sites across the UK from Aberdeen to Bristol.
We provide business critical solutions to the UK’s supply chain and now more than ever it is vital that the supply of goods continue to flow uninterrupted. We have been partnered with The ICC Group for over 8 years, and of all our suppliers they are one of the best, providing excellent support of our solution hardware with demanding SLA’s. Leon and the team are flexible, quick to respond, communicate well and always meet or exceed their targets.Paul Simpson, Technical Services Manager, July 2021
Since moving these contracts over to ICC, there has been a significant increase in the level of customer service experienced, as well as increased response times. When new systems are bought, Körber tend to take out the base manufacturer’s warranty included with the purchase and have ICC support services to provide an uplift to 24×7 cover with a 4-hour response and 8-hour fix service level agreement.
The ICC Group offer a flexible working solution to provide the level of support required depending on the expertise available on site.
- Significant increase in the level of service experienced
- Flexible working solution & SLAs
- End of warranty Dell & HP support
- 24×7 cover with a 4-hour response & 8-hour fix time
What makes ICC stand out to Körber?
- Single point of contact with a dedicated Account Manager
- Reliable service that meets business needs
- Flexible SLAs and 24x7x365 UK based technical support
- Technical expertise & knowledge of engineers
- Access to multi-vendor parts from distribution centres across UK
- Excellent customer service
Voiteq was established in 2001 and was the largest global supplier of voice-directed work solutions in the UK. Voiteq was acquired by Körber in June 2018 to complement their existing strong North American voice business, Vitech Business Group.
Körber Group partners with entrepreneurs to ‘conquer supply chain complexity’ to ensure strategic advantage to companies across the globe by providing supply chain solutions. They are an international technology group with over 100 locations worldwide, employing 10,000 employees.