The Health & Racquet Club (H&RC) group has signed a 12-month maintenance contract with desktop support specialist Spicer Specialised Services for its clubs around the country. The contract, valued at R46 000 per month, covers H&RC`s workstations, desktops, hubs and scanners with a guaranteed four-hour response time nation-wide, and a four-hour turnaround window for faulty equipment.
National IT support manager Eddie Swinnen says the contract takes the pressure off the company`s support staff, increasing their value in supporting users rather than machines.
"Outsourcing our service and maintenance immediately allows us to be more proactive in the service we can give our own users," says Swinnen. "Instead of fixing machines and collecting replacements our team can now focus on educating staff on the optimal use of our IT infrastructure."
Swinnen says that Spicer`s weekly feedback reports enable him to track the logistics of maintaining H&RC`s distributed IT network and better assign internal resources to problem areas.
"Because Spicer gives us national coverage, I can be sure the reports I receive are both timely and accurate," he says. "This again takes pressure off our team in managing our IT resources and allows us to make the most of the skills we have in the company."
Spicer account manager Riana du Plooy says H&RC initially contracted Spicer for its Y2K rollout.
"The success of the rollout won us the maintenance contract, which came into effect in May this year." "Once again we`ve positioned ourselves as the only supplier capable of supporting large corporates with a diverse geographical distribution and its accompanying needs." By ensuring that H&RC has dependable, efficient hardware support, the group can guarantee members a good level of service in the clubs. This in turn serves to build better member relationships, resulting in member retention.
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