National IT Support – RELIABLE AND HIGH-QUALITY IT SUPPORT WITH A SINGLE POINT OF RESPONSIBILITY

When computer giant Apple requires local IT Support in Australia, they call on ITswitch.

Apple has 25 stores across Australia. These are high volume retail centers as well as a portrait for their company image. Each store has between 2000-3500 customers a day and boasts high-end service to customers.

Challenge
Due to Apple’s high volume of store customers, IT services are required after hours or in emergency situations engineers are needed onsite quickly following a service request, with little to no waiting time where possible. Repeated experiences of poor service with contractors failing to arrive after service requests, arriving late, or were not providing quality service.

Solution
ITswitch has an excellent reputation for providing the highest quality onsite support service. We identified Apple required a single contact that could provide reliable onsite services for the networks, data and electrical works, as well as special projects and installations.
We allocated an experienced account manager and dispatchers to co-ordinate with our onsite teams, to deliver the quality of services Apple required. We also enforced a job sheet and sign off for all onsite activities and gave Apple service level agreement backed Field Services.

Benefits
Apple now has a single point of contact for IT issues, and we have provided them with top-level responsive onsite engineers.

• Less frequent onsite visits, due to high quality service
• Fewer billable onsite hours, resulting in greater financial savings
• Faster resolutions to issues, keeping the store open and servicing customers quickly.