A Fortune 500 automotive retailer that has over 120 automotive dealerships across the United States was struggling to find consistent, reliable technical support for all its locations. Due to the company’s large footprint of dealerships, which spanned 14 states and over 25 major metropolitan markets, the service availability and technical expertise – not to mention price – fluctuated dramatically.
In addition to providing more consistent support to its dealerships and regulating costs associated with IT, the auto retailer was also looking for a provider that could assist with projects that included large-scale technology deployments and rollouts, PC refreshes and upgrades, and IT asset management.
Buchanan’s field services division has a large footprint across the US with boots on the ground in every North American zip code. This support model was ideal for the auto retailer, and to take it a step further, Buchanan would allocate dedicated field technicians in the markets where the retailer had a large number of dealerships. Conversely, in less populated markets, Buchanan would only fractionally dedicate resources which would help the auto retailer control costs.
Buchanan was also able to propose a service desk solution that would route level 1 tickets, such as password resets and connectivity issues, to Buchanan’s analysts. This supplemental support allowed the auto retailer’s internal IT team to focus on more strategic, revenue-generating tasks.
The auto retailer was able to reduce the amount of full-time regional technology managers needed, therefore decreasing overhead dramatically. Because there was no longer a need to send corporate technicians to local sites, travel expenses were also reduced.
Buchanan crafted the solution to be a subscription model that was based on user count, which gave the auto retailer the ability to accurately forecast spend and that was scalable to meet the needs of its aggressive growth plans. When new dealerships were opened, the auto retailer knew they had a dedicated partner to help with set-ups, break-fix, and ongoing support.
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