Multiple MSPs vs. Stratix as a Single Vendor
Case Study
Many companies rely on multiple IT services providers to meet the diverse needs of their operations. They believe this approach allows them to tap into specialized expertise and best-of-breed solutions. Organizations may face inconsistent service levels, security gaps, and inefficiencies that hinder performance and drive up costs. Here’s an example:
Major Grocery Retailer
One of the U.S.’s largest grocery chains used different providers to support their complex mobile technology environment. Device maintenance was coordinated through OEMs, but the logistics fell to internal teams. Help desk services came from an offshore provider, while procurement and provisioning of devices came through another partner.
The challenge was there was just too much to manage and things fell through the cracks. When there were problems, vendors pointed fingers at each other. There was no single pane of glass for visibility, and the company was spending too much on devices, while also suffering from low user satisfaction.
The company moved to Stratix for:
- Help desk support
- Device procurement and deployment
- Repair and maintenance
- Spare pool and next-day replacement devices
- Asset management
As a result, the retailer got one hand to shake for its technology needs and a single entity for accountability. User satisfaction improved dramatically thanks to higher-quality kitting and configuration along with Stratix’s onshore help desk team. Stratix’s proprietary itrac360 asset management portal gives the company end-to-end visibility of its entire mobile device environment, including where devices are, the status of repairs, spare pool levels, and help desk tickets. They get all this while lowering their overall costs.
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