National IT distributor and hardware platform integration specialist Lightedge has been awarded a service level agreement (SLA) by Coricraft to provide the fully integrated furniture retailer with a complete network infrastructure implementation and outsourced onsite services for Gauteng operations.
Coricraft`s in-house technology support consists of a compact team in Cape Town, managing a burgeoning national operation. The opening of showrooms in Gauteng last year and another this year - bringing the operation to eight showrooms and a warehouse - meant that operations has outstripped existing IT support resources.
When Coricraft opened its latest showroom in Johannesburg, it contracted Lightedge to manage the installation. Gavin Duxbury, Group IT manager for Coricraft, says: "We dropped Lightedge in the deep end, asking them to set up IT infrastructure from scratch, lay cables, wire it up, and make it work within a short time period. They achieved this well within the specifications. Above that, their rates were much more competitive."
The availability of reliable IT is important to our business, Duxbury said, as orders are driven through the showrooms - downtime loses customers. "The SLA with Lightedge provides us with timely, affordable and effective service, essential as we operate in a retail environment."
Coricraft`s ongoing service level agreement with Lightedge entitles it to 20-hours of support a month with any unworked hours available for proactive visits to showrooms for general IT maintenance. The benefit of the SLA, said Duxbury, is expenditure can be budgeted upfront. "It has worked out cheaper, since we no longer pay for ad hoc IT support hourly."
Another plus-point is the 24/7 call centre, enabling Coricraft to log a problem with a central contact who facilitates the process by briefing the relevant technicians and keeping Coricraft updated. This support is vital to Coricraft whose showrooms remain open for extended trading periods, some only closing for two days a year.
Lightedge`s national footprint positions it well to continue supporting Coricraft`s nationwide expansion plans.
Naweed Kazi, Lightedge`s Managed Services Division manager, says: "Lightedge`s SLA division has been in operation since November. However, the volume of deals signed in that period proves the value companies attach to a one-stop-shop where they may purchase a wide range of hardware, while simultaneously obtaining consistent and professional platform integration support services."
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