1. The Australian
Servcorp needed a service provider that could deliver
flexibility, quality customer service
Jennifer Foreshew•
From: The Australian•
December 15, 2009 12:00AM•
WHEN office facilities provider Servcorp found its existing network provider was unable to meet its
scalability and customer service requirements, it shopped around for another.
Keen to keep its business ahead of the competition, Servcorp also wanted a provider that shared its passion for
delivering on client demands.
Servcorp, whose head office is in Sydney, has 16 locations in Australia and 70 globally, including Auckland,
Singapore, Bangkok, Kuala Lumpur, Shanghai, Mumbai, Beijing, Hong Kong and Brussels.
Servcorp required swift provisioning of new services and the flexibility for urgent short-term, high-bandwidth
changes to meet new client needs.
"Having our provider change quickly for us was a major problem," Servcorp unified communications group
executive Daniel Kukucka said. "The second issue was the customer service. The original provider was a very
large telco," which meant it was difficult to get it to service the company's particular needs.
"We would have to go through the normal channels regardless of the size of our account in comparison to its
other clients," he said.
"Where you would speak to a level-one person, who would log a ticket and escalate to a level-two person and
they would look into it and escalate it to level three, it just seemed like it took forever to get any kind of
resolution on any issue we had."
In the next 12 to 18 months, Servcorp is planning to expand strongly, particularly, in the US and Britain, as
well as in Australia. "We needed scalability, flexibility and a telecommunications provider that was able to
adapt with our needs," Mr Kukucka said.
"We needed something that gave us the speed and reliability that we not only depend on as a business, but our
clients are dependent on."
Clients can use Servcorp's office facilities, which are fitted out in five-star environments.
The company also provides communications needs such as internet services, voice services and any other IT
help required by a client, which is typically a small-to-medium enterprise.
Servcorp, which has between 450-500 staff globally, started its search for a new provider in February, before
deciding on Uecomm and undertaking a month-long installation process.
"Having such a large network, it really flagged quite a few telecommunications providers to come visit us,"
rM Kukucka said.
Uecomm provided Servcorp with an ethernet WAN and internet services for all 16 sites in Australia, boosting
the network's robustness, reliability and scalability.
Uecomm also increased bandwidth at key sites to accommodate business growth and ongoing client
requirements.
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2. Uecomm has replicated the existing network structure. All sites are connected to Uecomm's fibre network,
and for sites where redundancy was required, both Uecomm and Optus fibre was used.
"To have a sales representative and a technical representative come from a telecommunications provider and
passionately speak about their product instilled some confidence in the decision we made," Mr Kukucka said.
One of the benefits of Uecomm was that any capacity needs could be supplied within 24 hours.
"With our business, and particularly our clients, being highly dependent on the service we provide, that type
of service was something we couldn't find with other providers, and it was really important to us."
Servcorp can also speak directly with Uecomm's network operations centre to get information first-hand. "Our
overseas locations are highly dependent on what happens in head office, so we really needed the ability to
communicate with them, and basically the network is the core component of that," Mr Kukucka said.
Servcorp also noticed improved performances in accessing applications at locations such as Paris and the
Middle East.
"Ultimately, we can run our voice traffic over this network, so it gives us the ability to call between our
locations and provide such services to our clients," he said.
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3. John Anderson•
Copyright 2009 News Limited. All times AEST (GMT +11)..
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