Insurance companies are rapidly embracing insurtech solutions to attract new customers, improve efficiency and enhance customer experience. However, like many organizations undergoing digital transformation, they often face the challenge of funding new initiatives without redirecting resources from other business areas. Implementing new technology solutions while facing pressure to reduce policyholders’ costs is an ongoing challenge for all insurance providers. 

Maintaining performance amid rising operational costs

A national insurance company was tasked with finding ways to reduce operational costs without affecting its workforce and performance. Upon further discovery, the company’s IT and procurement teams reviewed OEM maintenance contracts to better understand increased costs for post-warranty hardware. 

OEM maintenance costs associated with the company’s IBM mainframe and Dell EMC storage systems were clear targets for cost reduction. The insurance company had relied on OEM support for decades. To control costs, the IT team determined it was time to gain buy-in to explore third-party maintenance (TPM) as an alternative. 

Strategic solutions enable fund reallocation and OpEx savings

After conducting thorough technical evaluations of leading global maintenance providers, Service Express ranked number one. The combination of in-house engineering expertise, multivendor capabilities and a long-standing track record of IBM mainframe support delivered the confidence needed for the insurer to transition support to Service Express. 

The company transitioned from OEM post-warranty maintenance to TPM, successfully achieving its primary objective of reducing costs. In addition, the insurance provider utilized Service Express’ ExpressConnect^® Monitoring platform, which streamlined maintenance, automated support and increased productivity. 

The partnership with Service Express helped the insurer reallocate $250,000 in OpEx to other insurtech initiatives. The business achieved 75% savings on its contracted services by utilizing a TPM provider instead of OEM support without compromising performance. 

The global manufacturing industry faces numerous challenges, including significant disruptions due to supply chain interruptions, assembly plant closures and a limited workforce. Even the most resilient organizations struggle to adapt in uncertain times. 

Economic uncertainty brings unforeseen IT challenges 

A global manufacturer identified an urgent need to increase its mainframe computing power to deliver sustainable performance amid unplanned production requirements and improve its business continuity capacity. However, economic uncertainty caused budget constraints and created a barrier, along with the impending expense of new IBM hardware. 

Confronted with OEM production backorders and extended lead times, the company’s procurement team sought a solution to meet their needs while minimizing IT spending. They identified Service Express as a potential partner because of its inventory of IBM mainframe hardware, technical expertise and third-party maintenance (TPM) services. 

Cost-effective hardware solution addresses capacity demands 

After understanding the company’s hardware goals, Service Express identified, configured, delivered and installed an IBM Z system that provided an additional 10,000 MIPs capacity. Rather than undergoing a costly hardware refresh, the company opted for the previous generation of equipment, resulting in over $1 million in CapEx savings. Additionally, leveraging TPM support saved the company over $300,000 in OpEx annually. 

Service Express helped sustain performance during a period of disruption, uncertainty and pressure to cut costs. Now, the manufacturer can seamlessly scale its computing power to address unexpected fluctuations in production cycles with trusted infrastructure and reliable support from Service Express. 

For decades, a mass media company has remained at the forefront of world events, finance, entertainment and more, with millions of digital and magazine subscribers accessing its content. The organization continuously creates and publishes content highlighting real-time events. To ensure it maintains operations, the company enforces a zero-tolerance policy for service delays and downtime for its partners. 

Maintenance provider skill gap extends outage and recovery timelines 

Before partnering with Service Express, the media company relied on another maintenance provider for a small portion of its infrastructure. Only one critical incident underscored the risks associated with providers lacking experienced engineers and systems that automatically identify hardware failures. 

The gap in technical capabilities resulted in extended production and recovery downtime. This experience demonstrated that not all maintenance providers are well-equipped for mission-critical support. 

Solving downtime concerns with proactive and reliable support 

As a result, the company decided to find a new maintenance provider with technical proficiency and automated support. The company needed a provider capable of supporting its diverse Dell EMC, HPE, Oracle/Sun and Hitachi infrastructure. 

The global media company decided to partner with Service Express for third-party maintenance (TPM). Service Express provides access to L1, L2 and L3 engineers with multiplatform knowledge and responsive service callbacks within 30 minutes. Along with multivendor expertise, Service Express offers 24/7 hardware support monitoring that automatically opens a service ticket using real-time alerts. The IT team has peace of mind that ExpressConnect^® Monitoring will immediately place a ticket when a hardware failure occurs to reduce downtime. 

The company also consolidated its maintenance service agreements, simplifying and streamlining contract management through coterminous agreements. 

Switching to Service Express saved time by proactively identifying hardware failures, placing service tickets and simplifying maintenance agreements. Leveraging TPM support helped the company save over $750,000 in maintenance costs within three years. 

Faced with rising costs, one of America’s largest energy providers committed to delivering reliable electricity solutions identified an opportunity to optimize its increasing IT spending. Maintaining hundreds of specialized servers had become increasingly expensive, prompting the company to reassess its support strategy. The energy provider partnered with Service Express to control costs and identify new opportunities for efficiency. 

Challenges in maintaining in-house systems

The company’s specialized infrastructure is vital for ensuring local communities and businesses have electricity, but servicing the equipment became expensive and complex for several reasons: 

• Maintaining systems was challenging due to their remote locations and lack of in-house support staff. 
• The company was having trouble finding parts for the customized systems. 
• Extended lead times on parts led to longer disruptive outages. 
• Refreshing systems was no longer an option due to a limited IT budget. 

Implementing change required a shift in its current maintenance and hardware strategy. Previously, the company relied on the OEM for equipment support and hardware. In addition to leveraging OEM maintenance, systems were refreshed every three years regardless of current performance or needs. These practices placed a strain on the company’s IT budget. 

Navigating new maintenance strategies

The energy provider had never worked with a company like Service Express. The company’s leadership team was cautious initially since the systems are vital to its operations. Service Express alleviated concerns by providing detailed equipment analysis using Maintenance Navigator, identifying opportunities to leverage third-party maintenance (TPM). In addition, Service Express’ access to previous-generation parts required for the company’s customized systems granted its teams peace of mind. 

Experienced service team members were available to support the company’s most remote locations, reducing service times. 

The energy provider’s transition to TPM and refined hardware strategy reduced support costs by 20%, saving several million dollars without compromising uptime or performance. 

For over 25 years, Pall-Ex Group has provided thousands of businesses safe and reliable palletized freight distribution services around the UK and Europe. Pall-Ex Group serves customers of all sizes and industries, including manufacturing, agriculture, construction and others. 

With more than 40,000 pallets entering Pall-Ex Group’s hubs daily, the company must have the latest technology to ensure customers know when to expect their next delivery. The company maintains six physical locations to support its robust network in the UK and 5,000 users across Europe. 

Over time, balancing priorities and meeting business demands became a challenge for Pall-Ex’s IT team. To advance its growth initiatives, the company partnered with several maintenance and Infrastructure as a Service (IaaS) providers. However, Pall-Ex began to experience poor service quality and instabilities that impacted its customer base and overall business. Consequently, the company started its search for a new partner who could provide the services and support required to maintain the business. 

Collaborative approach to inform decision-making

Pall-Ex partnered with Service Express in 2018 based on a recommendation to the business, the company’s comprehensive service offerings and experienced people who invest in their team’s success. 

The Pall-Ex team was confident in Service Express’ ability to foster business growth and quickly meet business demands. Service Express provides IaaS for the company’s x86 workloads to support its Nexus Core Operational System and MyNexus pallet tracking software. 

Dave shares the tangible results of working with Service Express, highlighting the benefits of migrating to a secure, agile and reliable IaaS solution. “The stability and security of the Nexus and MyNexus platform have allowed us to focus on key business tasks that move it forward. This enables us to deliver strategic projects with advantages over and above our competitors.” 

Ongoing partnership built on quality service and reliability 

When reflecting on the several-year partnership with Service Express, Dave emphasizes, “The service quality is the main differentiator. I’ve been working with Service Express for more than fifteen years. In that time, we’ve established key relationships. I can count on one hand the number of issues I’ve dealt with over the years. However, when there is an issue, the people within the business take ownership and resolve the problem. Businesses make mistakes, but Service Express seldom makes the same mistake twice.” 

Pall-Ex’s confidence in the Service Express team and service delivery is further proof of the valued partnership. Working with Service Express as an extension of the Pall-Ex team for current and future projects has redirected time, budget and resources to other business priorities.  

The Service Express solution

Certified and dedicated local engineers with technical expertise

Service Express offers several advantages to ensure support quality is the priority:

Certified local engineers and an office near their primary data center in Pennsylvania

One multivendor agreement to simplify account coverage and service ticket process

Site inventories completed in all 20+ locations for accuracy and parts data

Local parts inventory proactively stocked for each data center using OnDeck® Predictive Sparing®

The results

User-friendly service, dedicated local engineers and the right parts at the right time

By moving their hardware support to a dedicated partner, the company saved $5 million in OpEx costs.
With Service Express providing data center maintenance and consultative solutions, the IT department can stop following up on service with OEM and TPM engineers and focus on critical projects. The company’s IT leaders move forward confidently with infrastructure plans, knowing they can rely on Service Express as a trusted extension of their in-house team.