Case study Project Services

Partnering for the long-term

Multi-national IT Vendor, United Arab Emirates
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In brief

Challenge

  • Enable a leading global technology vendor to scale their Professional Service capabilities in the Middle East, Africa, and Eastern Europe
  • Ensure consistent, high-quality delivery of Professional Services
  • Simplify and integrate the delivery model
  • Improve end-user customer satisfaction ratings

Solution

  • Provide a highly-skilled team of engineers, deployed in region, managed by a single point of accountability
  • Align our operational functions with our customer, ensuring a seamless integration of business processes
  • Build a long-term partnership with our partner based on trust, reliability, and mutual benefit

Background

Our customer is one of the largest IT corporations in the world, employing more than 110,000 people worldwide, with revenues of over $50 billion USD per annum. Our relationship with them began in the Emerging Markets territory in 2010, and has continued to develop in both size and capabilities ever since.

Challenge

Our customer was delivering thousands of IT products and packaged services across multiple countries throughout the Middle East, Africa, and Eastern Europe, while maintaining high growth rates year on year. They needed a service partner able to help enterprise customers maximise their investments in high-performance data centre infrastructure and to rapidly grow a Professional Services (PS) team that could successfully work across this diverse and dynamic region. In parallel, there was a sharp focus on maintaining the highest levels of customer satisfaction, ensuring superior “right the first time” service execution, all at a competitive price point. The challenge was exacerbated by the need for visa compliance, as well as the complexity of cross-border transactions, which characterises many working environments in the Middle East, Africa, and Eastern Europe.

Solution

Identifying the very best talent with rare skills is one of Halian’s key competencies. In a short space of time, we were able to source a top-flight team of certified PS engineers that mapped against the customer’s product portfolio of Server, Storage, Network, Security, and Data Protection products, along with key third-party technologies, including Oracle, VMWare, and Microsoft.

Halian also provide a total end-to-end service delivery function, including Project Management and PMO functionality, Solutions Architects to validate Statements of Work (SOWs) and Certified Instructors to deliver Educational Services for end users in the region. This last capability has ensured that the existing technical accreditations of the Halian team were maintained and developed as new products were added to the customer’s product portfolio.

The deployment and scheduling of the on-site PS engineers is further augmented by our internal Visa Compliance and Business Administration team, who handle the logistics of ensuring not only that we have the right skills at the right time, in the right place, but that the resources themselves are operating under the prerequisite visas and complying with the local labour regulations.

Outcome

By providing a highly-skilled level of technical and management expertise, and by blending global standards with local knowledge, our customer has the benefit of an agile, scalable, and, above all, competitive Professional Services capability. With the help of our integrated team, our customer has been able to expand its footprint in major emerging markets such as Saudi Arabia, Kuwait, Qatar, Oman, Nigeria, Morocco, and Kenya, as well as in the UAE. Our customer is confident in our abilities and can trust and fully rely on us to deliver services that live up to the high standards that their end users expect. The partnership allows them to focus on high-value sales and new account development, while knowing their major enterprise customers will continue to receive the best in class service and support.