PCMS Case Study

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The Background

The PCMS Group is one of the world’s leading providers of integrated software, services and hardware systems to the retail and food service sectors. Their expertise, infrastructure and experience also enables retailers and distributors across the supply chain, together with a wide variety of other industries including manufacturing, financial and healthcare to fully outsource their business IT capabilities.

The Challenge

Having won the competitive tender from Unipart Automotives to consolidate the provision of all its business services to one prime contractor, PCMS needed to partner with a company that could physically maintain all of Unipart Automotives’ servers, PCs, laptops and printers at its 300 distribution sites across the UK.

The Solution

Paul Sparkes, Managed Services Consultant at PCMS, explains, “As Unipart Automotives has over 300 sites distributed across the UK, it was imperative that the partner we chose to deliver break/fix services on our behalf, had the necessary engineering capacity to cover all sites. What impressed us particularly with MCSA was the amount of on-the-ground engineer support available and their ability to react quickly to tier one priority calls that require immediate attention.”

Due to the nature of the Unipart Automotives sites, there is a variety of equipment that needs support and maintenance including a significant amount of legacy kit. Some of the Unipart Automotives sites may only have one basic printer and one PC, but this equipment is essential to the operation of the business and if it fails then that site is simply unable to trade properly. MCSA were able to prove that they have the ability to get both engineers and parts onto the site quickly to deal with these types of business critical problems.

The Benefits

  • Efficient call logging and issue tracking process
  • The comfort factor of knowing an engineer can be on site at a moment’s notice
  • Extensive parts and spares stock holding
  • Proactive account management
  • 24/7 telephone support

The Results

Sparkes concludes, “Our partnership with MCSA is working very well, to the point that they are now our preferred hardware support provider. The services they provide us with continue to expand, with MCSA now providing hardware maintenance and support within the PCMS datacentres, together with break-fix support for one of our Housing Group customers.

Subcontracting our support services to an external partner required a huge leap of faith for us as a business, but I am delighted with how the partnership is working and look forward to us continuing to work with MCSA on new projects in the future.”