Delivering Complex Services for a Financial Institution

11 May 2022

Name of Vendor: Versa Networks  

Type of Client:  Systems Integrator

Industry of End Customer: Retailer 

Timescale: 2020 – 2022

PROJECT SUMMARY

One of Neeco’s loyal, multinational clients headquartered in the Unites States was seeking support for its end-customer within the financial servicing industry. The assignment was to plan, deliver, install, and configure customized solutions for a chain of ATMs to over 1,200 of the end-customer’s sites across several European countries. In spite of several challenges that surfaced throughout the project including deadlines and unexpected cancellations, Neeco managed to successfully overcome it: firstly, by utilizing its special partnership with Versa Network and its global chain of local warehouses, secondly, thanks to a dedicated Project Manager assigned that worked out the special solution of service delivery, ensuring that the client and customer were kept informed and on track at all times.

1 200

ATMs ACROSS
EUROPE SERVICED  

50+

SERVICES OFFERED BY EXPERT FIELD TECHNICIANS DEPLOYED

1284

VERSA DEVICES
DELIVERED

100+

VERSA DEVICES
DELIVERED

THE CLIENT

The client is an international IT solutions provider and network integrator that offers an extensive variety of services to customers worldwide. Their aim in this project was focused on supporting their end-customer within the financial servicing industry to get the most out of their network experience by providing agility, scalability, and convenience when it comes to accessing their ATMs.

THE CHALLENGE

Neeco had been contracted to fulfil an array of services that included delivering 1,284 devices from the technology vendor Versa Networks and distributing to the 1,200 sites required.

There were multiple challenges that were involved. Firstly, the project was launched during the time when COVID-19 was still a continuous subject of concern resulting in concerns around the possibility to deliver to some of the locations (resulting in increased lead times). The problem with the lead times became even more acute in light of the global shortage of components leading to the jump from 12 weeks to 60+ weeks wait time to get the equipment. Secondly, right after the launch of the project, there was an unexpected change on the side of the end-customer related to the access of the ATMs within the designated locations. Neeco was informed that only the technology vendor, Versa Networks, can access the machines due to high sensitivity, privacy, and the risk of being susceptible to money laundering and fraudulent activities. That resulted in a need to rework the entire solution of how the service can be delivered. At the same time, the end customer had a very strict deadline and insisted that the deliveries to multiple sites were coordinated.

THE RISK

Due to numerous challenges associated with the project, it had concerns as to whether it will be possible to find a solution how to resolve those issues and mitigate the main risk associated with the project – the inability to commit to the client’s strict deadline in which case it was expected that the end-customer will cancel the order.

THE RESULT

In appreciation of the strong partnership between Neeco and Versa Networks as well as the vast network of partners and local warehouses, a solution for how the requested equipment can be sourced to cover all of the sites involved was found. A designated Project Manager ensured that the communication between all parties involved was smooth, all SLAs were met, and the service was delivered in the best professional, efficient, and appropriate way. Overall, being able to fulfil the project’s requirements around a situation that’s time-sensitive and confidential had exceeded the customers’ expectations.

Related Services

Field Services

With an unrivalled field force of more than 26,000 field engineers in over 160 countries worldwide, Neeco provides clients with everything they need to deploy global networking solutions, simply and cost-effectively. 

Services at Customer Premises

Neeco is a world leader in provisioning Field Services. From planning and consultations, through delivery, and all the way to support and management, we secure consistent service levels, 100% service quality and unified client experience across more than 160 world countries.

Maintenance & Support

Neeco provides comprehensive and highly efficient post-implementation care for client assets and deployed products.

Special & Customised Services

As a global leader in field support services, we understand that it is often necessary to adapt to specific situations where unique challenges need to be addressed to complete projects according to the demands of individual clients.

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