Working with leading high street, catalogue and online retailers like ASOS, Tesco and John Lewis, Hermes’ 10,000 plus couriers depend on the network, every hour of every day. Their previous supplier had provided a wide area network (WAN), but it was unreliable and, due to the team being based overseas, requests for new network connections were an administrative nightmare. It was also time-consuming to get things fixed.
“The service was just horrible in terms of getting hold of people,” says Phil Hubbard, Technical Operations Manager at Hermes Parcelnet. “We had to go through numerous layers of people support to get things fixed and often we weren’t even warned about planned outages.” These delays and unreliability caused downtime that not only impacted business operations, it also was causing issues when it came to the morale of the IT staff.
With the contract coming to an end, Hermes’ IT team decided to act. They started looking for a supplier who could meet their specific and challenging requirements. We were able to offer them a solution that not only addressed the current demands, it could also support their long-term growth. A BT Managed WAN provided the right level of connectivity, and is proactively monitored 24/7 by our specialists, who are able to quickly spot any potential issues and fix them – leaving Phil and his team the time to focus on other elements of their business.
This solution is a win-win. It costs less and we have our own monitoring and managing capability.
Phil Hubbard, Hermes’ Technical Operations Manager
Our solution is a cost-effective one – offering twice the bandwidth (4Mbps) of their previous network. This can also be quickly and easily scaled up to 20Mbps and beyond in the future if required.
And as well as offering a better, more cost-effective solution, we were also able to implement it with minimal stress to Phil and his team. Hermes operates from 27 depots and 3 distribution hubs in the UK and we were able to successfully provide connections to all 30 sites on time.
Hermes is now operating at peak performance and the IT team are free to focus on more strategic areas of the business. And because our service reliability and relationship is so good, Phil is looking at additional services on the network – a big testament to a successful partnership with us.
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