The customer, a leading freight transportation provider, is responsible for thousands of shipments every minute. Teams around the world communicate with one another to ensure every load is on-time and on route. This level of management requires an immense amount of network traffic to individual locations to ensure every office runs smoothly. If one location suffers an outage, it could severely impact the local and global traffic flow.
Such a large company needs infrastructure standardization across all regions. If branch locations aren’t operating with similar software and hardware, the odds of incorrect data being transmitted rise astronomically. The customer wanted to implement standardized network and paging systems across their Canada and U.S. regional offices to ensure this didn’t happen.
The customer was working with several local contractors to implement the new telecom and network installations. Unfortunately, some of these local contacts were slow to respond or failed to provide the promised service in an acceptable amount of time. Thus, the customer was struggling to maintain communication across offices.
In one scenario, one of the customer’s warehouse networks went down in the middle of the night, causing trucks to line up down the highway for a mile and a half and necessitating police involvement. When such an event occurred, the customer knew it was time to make a change and contacted Buchanan Technologies.
Buchanan quickly dispatched an engineer who solved the problem within the hour to get the network up and running to get the warehouse back on schedule. Following this incident, Buchanan implemented a baseline solution to stabilize the current infrastructure and then introduced and rolled out a new IT support structure over the next month.
“Our teams worked closely with officers in the company to integrate our tools into their existing infrastructure for a smooth transition,” said Buchanan’s Vice President of Field Services. “Since many locations were working with outdated hardware and software, we had to dispatch network engineers across the country simultaneously to ensure each location received the proper updates.”
The customer could now take advantage of Buchanan’s flexible field services delivery models, including on-demand dispatch, recurring on-site services, or project services, depending on the nature of their need.
Buchanan’s national network of technicians are dispatched close to the impacted location, so travel time and costs are kept to a minimum. This speeds up response time and ensures break/fix scenarios have minimal impact on the affected location.
Buchanan also provides the customer with enterprise-class hardware, pre-loaded and updated, for each location, complete with a Buchanan agent ready to assist. These upgrades would take tremendous time and effort for other support businesses, but with Buchanan’s optimized methods we can ensure each location receives the necessary hardware and support agent immediately.
Lastly, the customer is able to leverage Buchanan’s dispatch coordinators. Buchanan’s dispatch coordinators direct field agents across the country, optimizing travel time to meet every location’s needs. With this, the customer does not need to worry about unresponsive support staff or long wait times, because Buchanan’s highly-trained dispatch coordinators provide constant communication from ticket creation to completion.
With Buchanan to back them up, the customer is ready and able to serve the world’s logistics needs.
Learn more about the specific IT solutions deployed & their outcomes
