CCE Channel Services. Partner Capability. Diverse, flexible and reliable service offerings.

Transcription

1 CCE Channel Services Partner Capability Diverse, flexible and reliable service offerings.

2 Company overview About us CCE is one of the UK s largest independent IT support companies with offices in London and Manchester. Our primary services provide all elements of traditional break fix maintenance support across the UK and overseas ensuring optimum performance from managed services to a fully outsourced IT solution. We believe that after 36 years of delivering services we have developed a model that works in a wide range of industries, in an age where effective support makes all the difference to the smooth running and profitability of any organisation. We have a highly skilled technical team that are consistently trained on the latest technologies, services and products ensuring customers can be guaranteed an unrivalled level of service. With a customer retention rate to be envied, CCE is a company focused on building relationships through the provision of bespoke services to suit each individual customer needs. CCE Philosophy - Service beyond the call The CCE philosophy of service beyond the call ensures delivery of a high level of service through a consultative approach strengthened by long term strategic partnerships with industry leading IT vendors, this combined with product knowledge engenders a spirit of trust and partnership paramount for any successful long-term relationship. KEY FACTS Established: 1979 Privately owned Turnover: 20 million Employees: 200 Customer base: 600+ Coverage: Global Offices: London and Manchester UK based 24/7/365 Service desk CREDENTIALS Over 36 years IT support experience Fully qualified technicians Industry accreditations Established as a direct ISP ISO 9001 ISO ISO SafeContractor SERVICES INCLUDE Managed Hardware Support Work Unit Voucher Scheme On Site Support Software Support Service Desk PC & Multi-Site Roll Outs 24 Hour Monitoring Private Cloud & Infrastructure Managed Services CC Engineering Limited Technology House 215 High Street Yiewsley West Drayton Middlesex UB7 7QP

3 Partnering with CCE Partner Philosophy CCE is a leading IT support services vendor which can partner with you to maximise your revenue and margin, and help to maintain your customer s trust and loyalty. Our objective is to ensure that those organisations who partner with us maximise their customer s revenue and margin opportunities, thus ensuring its competitors cannot gain a position to threaten the core business of the partner. We provide a comprehensive and integrated range of services, giving you the choice and flexibility to deliver the skills and services required to meet your customer needs. We offer a full range of support agreements across most IT life cycles from complex systems and emerging technologies. 24/7 availability and online CRM ensures that you and your customers are always supported and remain informed. The need to build a strong and supportive relationship with our partners and ultimately their customers is ingrained into every member of the organisation. A key component of this is maintaining high level of communication to ensure that clients are always kept well informed of the work CCE is undertaking on their behalf, no matter what the enquiry or situation. Service Desk All calls are managed through CCE s service desk, based in London and Manchester which gives a single point of contact into a qualified first line engineering team, who will trouble shoot the problem with the caller and try to find a solution be it software or hardware. If the problem is hardware related then their role is to identify the spare before an engineer even attends site, the aim of which is to achieve a high first time fix. When working with a partner helpdesk, CCE is flexible in its approach and the level of activity undertaken as first line contact with the user has already occurred. Confidence Before a contract commences, particular attention is made to capture the precise operational, procedural, and environmental needs of a partner s new customer in order that CCE can very quickly become an integral part of the IT operation. In conclusion, CCE s long history, experience and expertise ensures that the partner as well as their customer s requirements and expectations are exceeded; thus ensuring that no risk is associated in partnering with CCE. Our Values Partner Customer Focus our partners and their customers represent the future of our business. Excellence of Service: CCE strive to satisfy each customer s requirements effectively. We honour the commitments we make. We work with all partners and their customers. in a flexible, responsive and supportive manner. Commercial Focus We are flexible in our approach, offering a broad range of service options that reflect competitive market conditions. Service Culture Through the account management and continual improve with feedback, promoting innovation and best practice. Professionalism Everything we do is undertaken professionally, honestly and ethically. Long Term Outlook Our approach to partner relationships is long-term, reflected in our flexibility and responsive manner. Our online call logging facility enables customers to progress calls in real time. Electronic notification is also less time consuming than a telephone call. Based on the information supplied, a field engineer or software support specialist with the right expertise and operating system knowledge will be assigned to the job and effect a solution.

4 Partnering with CCE Partner Life Cycle Support We provide a comprehensive and integrated range of services, giving you the choice and flexibility to deliver the skills and services required to meet your customers needs. We offer a full range of support agreements suitable for every aspect of the entire IT lifecycle, including complex systems and emerging technologies. 24/7 availability and online CRM ensures that you and your customers are always fully supported and remain informed. Prior to commencement of a contract, particular attention is paid to capture the precise operational, procedural, and environmental needs of your customer in order that we can very quickly become an integral part of the IT operation, working on your behalf. The three stages of our Infrastructure Life Cycle Service: Planning and implementation Partner review and development Ongoing support Planning and Implementation If your focus is on consultancy or management, you may require us to provide a hardware or infrastructure solution to best meet your customers requirements. A full tripartite needs analysis enables us to design the most appropriate solution for your customers current and future needs. Whether we provide project managers, you abd your customers will benefit from our efficiency, pragmatism and flexibilty. Our Planning and Implementation service incorporates our consultancy and design and procurement expertise Partner Review and Sales Development Efficient communication and sales support is a vital element of a long term relationship. We insist on regular three-way performance reviews to ensure that service levels and customer expectations. CCE YOUR COMPANY YOUR CLIENT CCE have spent over 36 years building a wide range of IT services and support. We generate lasting relationships with our channel partners through integrity and service. We match our wide services to you and your clients needs by delivering a consistently high quality service, rapid response and commercial focus to all our channel partners globally. Sales development is also vital to long term relationships. Our philosophy is to work closely with your customers, responding quickly to quotation and ITT requests, producing professional proposals and attending customer meetings with you. Depending on your approach, we will work with your relevant sales team to provide training and incentives to develop further sales and revenue opportunities within your customer base.

5 Service Offerings Managed Hardware Support Helpdesk At the core of CCE s capabilities, the ability to provide hardware maintenance where each item is covered on an annual contract basis at an agreed service level. Our guaranteed fix commitment ensures that within the contracted time a replacement will be installed if module fix is not achievable. Service level agreements to match your needs from next business day response to a two hour fix 24x7x365 Global service coverage Dedicated client management and UK based service desk Network of fully qualified engineers and strategic stock locations Flexible Work Unit Voucher Scheme Managed Print Reduction in costs by up to 30% and increased efficiencies. Improvements in employee satisfaction and productivity. Enhanced document security. Improved environmental sustainability. Streamlined IT support burden or completely remove it. Optimisation of existing fleet without having to invest in any additional hardware. Deployment Global 24x7 deployment services in country All managed from the UK Full project scoping Project Management Fixed Pricing, Single visit / multi-skilled engineers. Servers, Desktops, Laptops, Networking. Asset Management Discovery, data capture and storage. Asset tracking. Lifecycle management. Reporting and alerting. Helpdesk and Managed IT Solutions can include - 1st / 2nd / 3rd Line Tech Support. Tailor made helpdesk packages and SLA s available to suit. Software covered by the helpdesk Microsoft products only / desktop support / server support including passing calls to 3rd parties for other software, and hardware issues. 24/7/365 follow-the-sun. All helpdesk options are unlimited remote support only, onsite visits are chargeable. UK based helpdesk. White labelled options available. Private Cloud CCE s Managed IP Services division was established to address the growing demand for hosted and data services that make up Private Cloud solutions. With a wealth of experience and a management team drawn from a systems integration and network carrier background, with experience of delivering private cloud services at the highest level. CCE can manage connectivity and voice requirements regardless of which carrier (BT, C&W, NTL) is traditionally used. Hosted Exchange mailboxes. OwnCloud data storage and sharing service. Server colocation. Managed Desktop. Remote backup. Managed Voice. Business Continuity. Established as a direct Internet Service Provider (ISP). Consultancy Complete lifecycle management from initial concept, through a design and implementation phase, on to post implementation support & troubleshooting services. Hosting and cloud deployments, strategic consulting and business case planning (strategy review, IT audit, business/it alignment, cost saving assessment), IT procurement (vendor and technology assessment, right-sourcing, ROI) and compliance (business continuity, PCI:DSS).

6 Service Offerings Software Support CCE s technical helpdesk provides application software and general operating systems support via the telephone, remotely and on site. This allows partners, their customers or our clients the facility for all support calls to be placed via one centralised Call Management Centre at CCE. This service ensures an extremely high percentage of faults are diagnosed first time. Software support is designed to run in conjunction with any of CCE s other support agreements. Incident based using CCE s Voucher Scheme. Full access to our highly skilled, and accredited. technical consultants. Discovery, data capture and storage. Asset tracking. Lifecycle management. Reporting and alerting. CCE s non-restrictive multi-platform expertise. Work Unit Voucher Scheme CCE s flexible Work unit voucher scheme, allows clients to choose response or fix based service and expenditure levels. This service compliments a fix contract on critical equipment for maintenance or provides additional services such as on site resource and holiday cover. This approach suits those clients whose equipment schedule is difficult to manage and those who need support on an irregular basis. No specific equipment schedule required. Fixed costs but flexible service levels. Get expert resources without hiring staff Choose your response time - 8 or 4 hour. Better value than time and materials. Vouches can cover many other services. Voucher balances are valid for two years. Can be used for any CCE service at prevailing rates. Disposal We manage the complete process; from the logistical management of a collection, technical processing and secure data eradication or destruction through to testing and assessment for the resale of used IT equipment and final recycling of unusable equipment. ISO 9001, and Certified. On Site Support CCE have a long experience in providing on site support. This is an ideal option for those clients with sites having large numbers of users on critical service levels, whether they are hardware or software based. 100% availability covering holidays, sickness and training. Onsite resource fully qualified and trained by CCE. External support provided by technical services team. Flexible member of the client s engineering team. No complications associated with permanent members of staff. Remote Monitoring Continuous Critical System Management by CCE provides affordable, proactive 24 hour monitoring and management of the client s server infrastructure. Our comprehensive server management keeps your servers running, available and secure. The service is fully managed by CCE s dedicated monitoring and support staff. The service can be deployed across your IT infrastructure, and integrated with our Managed Antivirus service. Alerts are monitored and acted upon on a 24/7 basis. All Remote Monitoring and Management functionality is viewable through a straightforward dashboard view. The service allows for comprehensive tracking of software and hardware assets. Instant alerts are sent when thresholds are breached. Easily and effectively monitor and manage the health of the most critical business systems. Straightforward Cost Model: costs are charged on a per-server basis.

7 Our Partners and Accreditations

8 Service Coverage We have extensive cover across the UK and overseas for service coverage. This allows us to effectively and rapidly meet differing service level needs. All engineers are strategically located and carry boot stock of high usage components backed by a sophisticated logistics operation. We constantly review staffing levels and resources to meet the evolving requirements of existing and new customers. Unlike many other organisations, CCE also provide resident onsite spares for frequent failing items and critical elements. This ensures SLA s are met to a far higher level as engineers can diagnose remotely or onsite quickly any issues but need spares availability to often resolve the issue. Multivendor availability Services reach into over 175 countries CCE work with our partners to deliver a truly Global Presence Over 1500 engineers across all major cities around the world In country engineering and spares

9 ISO Compliance Quality Management CCE believe by its commitment to a long term relationship with its customers, through investment, good account management, attention to detail, CCE s culture and the process and procedures it uses to deliver that service. CCE operates with a number of quality markers in place for all the processes involved from beginning to end when considering any client business. we aim to provide defect free goods and services to our customers on time and within budget The Quality procedures that CCE imposes on itself are far higher than any that could be imposed upon the company by external governing bodies. Our progress and client retention to-date is proof of this. CCE s customer retention is one of the highest in the industry. To deliver CCE s quality service, CCE operates a Quality Management System that has BS EN ISO 9001: 2015 certification, covering the maintenance and support of IT equipment and infrastructures. Environmental Management CCE s Environmental Management System (EMS) is a continual cycle of planning, implementing, reviewing and improving CCE s processes and actions to meet environmental obligations and objectives. CCE s EMS ensures that our activities, products and services conform to the ISO: 14001: 2015 Standard and environmental requirements. committed to environmental leadership CCE is registered as a carrier and broker of controlled waste and is fully WEEE compliant. We offer an inexpensive and environmentally friendly solution to modern day e-waste disposal issues and can provide full waste disposal certification. All the equipment we receive will go through a full refurbishment and secure data cleansing process. We find homes for all equipment that can be brought back to full health, and ensure that the remainder is disposed of in an environmentally friendly manner. IT Infrastructure Library (ITIL) The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM). ITIL is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools. We have adopted this proven methodology and applied it to our Service Support and Service Delivery processes and procedures. These two areas consist of the disciplines that are responsible for the provision and management of effective IT services. This ensures our customers can have confidence that CCE will deliver repeatable, high quality and professional IT solutions. We provide our customers with a complete end-to-end service management solution. Based on ITIL best practices, the solutions enable CCE to effectively manage information technology (IT) changes, assets, and service levels while reducing operating costs of Service Desks. Information Security Management CCE holds BS ISO/IEC 27001: 2013 Certification. ISO: is the only auditable international standard which defines the requirements for an Information Security Management System (ISMS). The standard is designed to ensure the selection of adequate and proportionate security controls. Information is critical to the operation and perhaps even the survival of an organisation. to be seen as a trusted organisation is crucial Being certified to ISO will help CCE to manage and protect our valuable information assets and give confidence to any interested parties, especially our customers. Our certifications are your assurance of unmatched expertise, consistency of service and reliability that you can trust