Softline AG // Company // References

Platinum Support – Managed Cloud & Datacenter

Head of IT Service: »As a medium-sized company with the wide range of IT systems we have, we cannot have an in-house specialist for every technical system. Each of our IT employees has his or her technical focus, but when it comes to issues that require a high level of specialized knowledge, we fall back on the support contract with Softline as a second-level backup. This allows us to call in an appropriate specialist unbureaucratic and as soon as the need arises.«

As a pharmaceutical company, our customer has high standards for the quality of its products and services - credibility, reliability and innovation also play an important role for it in terms of its customer relationships. The foundation for this is a flexible, powerful and trouble-free IT infrastructure, for which Softline has been supporting the operation with its IT experts reliably for many years.

The challenge

  • 3-member IT department for 200 employees
  • Migration to a highly virtualized server infrastructure (VMware) - in addition to deployed Microsoft servers
  • Need for IT specialists with profound expertise in the operating of the complex solutions

Our solution

  • Managed Cloud & Datacenter Services:

    • Platinum Support: Relief for the IT department through second-level coverage
    • Contractually defined contingent, which can be used flexibly for the entire Softline portfolio
    • Fast access to expert know-how on all IT topics (2nd-level support)
    • Dedicated point of contact for technical issues
    • Direct access to vendors, even without own support contracts (3rd level support)

The highlights

  • Nine-year partnership reflects high level of customer satisfaction
  • Increased service level with simultaneous relief of the IT department by approx. 0.5 hours per day
  • Dedicated contact person and continuous close cooperation