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Buyer Case Study
Service Buyer: Great Lakes Electronic Distributing, Inc.
Providing Superior Onsite Service Across North America
By working with OnForce, we provide our customers with the peace of mind that we can deliver the best onsite service possible.
— Brad Weaver, Technical Services Manager, GLED
CUSTOMER BACKGROUND
Great Lakes Electronic Distributing (GLED) specializes in providing turnkey IT solutions for ISVs, education, government, major end users, and resellers that have repeatable needs of IT hardware and services.
In order to best serve their Point of Sale (POS) and healthcare customers in both the United States and Canada, GLED needed to find a partner to help deliver the best onsite services. The ability to find quality and professional technicians across several locations and the ability to keep up communications with these technicians was what made GLED turn to OnForce.
USE CASE
In order to stay competitive, GLED realized it needed to sell and support onsite warranty services across North America. Knowing they could not add all of the capacity internally needed to take this task on, the company turned to an online marketplace to find qualified technicians, who could not only act as company representatives, but who they could also communicate with regularly.
However, in the past, GLED had used other marketplaces that controlled all the communication and GLED was left in the dark as to what the technicians were being told. They constantly wondered if the work order was deployed or if parts were ordered.
WHY ONFORCE?
After trying alternatives, GLED realized these companies were not as responsive as they needed to be. GLED conducted an extensive online search, which led them to find OnForce in 2007.
"We knew that customer service would be measured as a premium service. In order to assure our end users they would get the best experience possible, we needed to have control and have open communication with the technicians going onsite and representing us," said Brad Weaver, Technical Services Manager for GLED. "OnForce allowed us to initiate and maintain communication with the technician throughout the duration of each work order."
IMPACT
GLED soon realized one important benefit when using OnForce. The company saw an increase in repeat business from both their core customers and new customers.
With several of their major customers, GLED conducts a quarterly business review where one of the main topics of discussion is the health of the onsite warranty business. These conversations with GLED's resellers have been nothing but positive since they started using OnForce. GLED's customers are happy when they use technicians found on OnForce and they have the confidence GLED can deliver an efficient and effective services.
"By working with OnForce, we provide our customers with the peace of mind that we can deliver the best onsite service possible," commented Weaver.
The track record and strength of partnership of the two companies speaks for itself. In the last 12 months, GLED placed more than 200 work orders through OnForce.
Additionally GLED has seen a low of percentage of return visits when using OnForce technicians. It is a rare case when an OnForce technician needs to return for a follow-up visit, which turns into a "win-win" case for everyone. The end user is up and running in one day and GLED does not have to pay for - or worry about - a second trip.
"When I speak with competitors, the one thing I remind them of is that there is a shift in our current IT economy. Companies today are looking to maintain current IT infrastructures as opposed to buying replacement systems due to budget constraints," said Weaver. "The ability to provide superior service will help any IT company survive this trend. It would be irresponsible not to use the leader of online services marketplaces - OnForce is the best."
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