The work of our Itarmi engineers speaks for itself

Our client is an Estonian based IT procurement specialist that has built an online platform to help deliver IT hardware and software across the globe. The platform simplifies procurement, provides enhanced order management, increases speed of delivery and saves costs. It can add great value to multinational organisations requiring equipment across the world as our client supplies hardware directly within country whilst under a single purchase order. Our client currently turns over £140m and is growing 30-40% year-on-year, working with large global brands such as Carlsberg and Coca-cola.

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Challenge

Our client currently focuses purely on procurement, offering no professional or engineering services whatsoever, but wishes to expand its revenue channels. The logical growth area is adding an additional revenue stream through professional IT services. As a procurement specialist, our client currently does not have the infrastructure to build out its own professional services offering to install, deploy or configure the hardware it sells. It has explored partnering with other service companies, but most are either specific to one country, technology type or they compete against our client for the resale and procurement of equipment, which therefore presents a conflict of interest.

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Itarmi Partnership

Itarmi assisted our client transition its offering from purely the delivery of IT hardware to the delivery of both IT hardware and professional IT services. Itarmi is a perfect fit for our client as our engineers are located across the globe and available on-demand to assist in installing and configuring the hardware it sells, or de-commissioning the old equipment it is replacing. Additionally, whilst the large majority of other IT service providers also sell IT hardware, Itarmi does not present any conflicts of interest in this area. There are two engagement models: firstly, integrating platforms to allow services to be sold at checkout on the our client online store and, secondly, selling via our client Enterprise Account Directors and sales team.

Our client is an American cloud computing company that sells hyper-converged infrastructure software, cloud services and software-defined storage. Our client has over 6000 employees and a revenue of over $1 billion.

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Challenge

Our client sells its infrastructure hardware globally which requires vendor-level support, however there are certain countries where this presents challenges for our client, especially those in developing nations and emerging markets such as Ecuador, Libya, Iraq, Djibouti, Iceland and East Timor. These are not their largest markets, so it does not make sense to have their own engineers there, however they still require the ability to provide customer support.

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Itarmi Solution/Benefits

Itarmi can deliver services in regions that are hard to support for our client, meaning that rather than dealing with multiple local partners in different countries, they can rely on one single provider to support these regions. A prime example is Ecuador, where Itarmi have 6 engineers across the major centres available on-site within a 4-hour SLA to support customers’ our clients' products. As part of the relationship, our client has assisted engineers in upskilling and certifying for work on their product set, which benefits not only our client and their customers, but also the local engineers by improving their knowledge and providing opportunities in what is a developing nation. The skills developed will help them find more work with Itarmi or with local providers going forward, meaning that Itarmi is helping to improve engineers’ lives and giving back to the global community.

Our client is a UK-based connectivity provider with less than 50 employees however is aims to sell to large organisations including multi-national giants. Our client has traded traditionally in UK but increasing is looking to deliver work across Europe and the rest of the world.

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Challenge

Our client approached Itarmi after taking on a large opportunity for a multinational e-commerce giant with a 500 site project in the EMEA over 3 years. Our client put together a bonded 4G solution for each of the customers distribution centres, which delivers both pre-ethernet and DR capability.  With our client relatively low number of employees, delivering at this scale is not possible without the assistance of a partner such as Itarmi.

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Itarmi solution/benefits

• Scale: By having access to the Itarmi platform, our client can now deliver to larger organisations across more diverse geographies without having to invest in extra headcount or partner with multiple companies.
• One-stop shop: Rather than having to source multiple delivery partners across different geographies, our client can partner with a single provider to deliver all services, resulting in higher levels of quality, service oversight and accountability, as well as fewer management costs.
• Platform benefits: Delivering services across thousands of sites presents many challenges around scheduling, documentation, sign-off information and photographs. Itarmi’s platform creates individual assignments for every site, giving our client, their customer, the engineer and Itarmi a single pane-of-glass view of each, including notifications, documentation, photos, sign-off information, progress reports, calendar scheduling and billing information.

Our client is a UK-based value-added reseller headquartered in St Albans, United Kingdom.  Our client works with many global multi-nationals in the delivery of IT hardware, software and services, including direct companies like Shell, BMW and Visa as well as channel partners such as AT&T, NCR and Commscare.

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Challenges

Despite working with global multinational organisations, our clients' in-house teams are based in the UK; which has historically prevented them from delivering on-site services at a global scale. As a result, our client either has to turn down work or find local supply chain partners which is costly, time consuming and could potentially harm relationships with their end-clients.

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Itarmi Solution/Benefits

• Ability to deliver globally: ITARMI works in close partnership with our client to provide engineering services at a global scale, delivering projects that it couldn’t otherwise deliver seamlessly using ITARMI’s global team of engineers and digital platform. Working with ITARMI, our client has delivered over £1m in global service revenue in 2020.
• Service excellence: As ITARMI has over 3000 engineers in 167 countries, we can provide a turnaround on assignments across the globe in as little as 4 hours. The platform connects our client with engineers at the touch of a button, helping to deliver service excellence to their customers.
• Partnership: Our clients' customer requirements often involve complex technology projects, so ITARMI’s in-house project and pre-sales teams work in partnership with our client to assist them in accurately scoping projects.

Operating in over 100 countries and with $11.5 billion in turnover, Our client is one of the largest resellers in the world. It relies on partners around the globe to deliver services in geographies that its in-house employees cannot cover. As it stands, our client currently has 1200 partners.

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Challenges

• Quality: It is hard to ensure a consistently high level of service with so many partners delivering different services across the world. SLAs, standard of work, documentation and delayed completion times can all harm the quality of the service delivered to the customer, which in turn can reflect poorly on our client and potentially harm the customer relationship.
• Consistency: Level of service, engagement models and pricing can differ between partners, meaning that both our client and their end-customers have varying experiences depending on which partner they use.
• Management overhead: A high level of management overhead is required to effectively maintain relationships with over 1000 partners. Activities such as contract negotiation and renewal, supplier vetting and ongoing service management are costly and resource-consuming.
• Visibility and project/task management: Relationships with supply chain partners typically rely heavily on traditional communication methods such as e-mail, phone calls and conference calls in order to monitor progress and resolve issues. This can be resource-consuming as it often falls into the hands of an account, project or service manager, taking valuable time away from their core activities.

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Itarmi solution/benefits

• Quality improvement and cost reduction: Itarmi’s service consolidates the need for many different supply chain partners as we have over 3000 registered engineers located in 167 countries across the globe, all with a diverse range of specialist and generalist skillsets. In reducing the number of partners required, our client can also decrease management overheads and increase levels of service such as speed, transparency and flexibility.
• Consistency: Itarmi’s pricing model is globally standardised and our engineers are vetted to a high standard from a technical, HR and English language perspective. All assignments and projects are undertaken using our standard engagement model, leveraging our digital platform to provide automated updates, greater visibility and service management to our customers. The result: a far more consistent service when compared with our client using multiple different partners.
• Technology: A supplier like our client will gain improved visibility and project management through usage of the Itarmi platform. Updates such as engineer assignment, engineer arrival or engineer lateness are all sent directly to our client via the platform without the need to use traditional communication methods. This also greatly reduces the number of resources required to coordinate assignments. If any issues arise, our client are immediately informed so that they can assist in resolving matters and better manage their end-customer relationship.

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