Challenge
In this case study you’ll see how our team was able to breathe new life into these facilities on behalf of a global systems integrator. Our client had over 6 sites across multiple locations in the Brazilian region that were no longer in use and essentially collecting dust. The client decided they wanted to optimise the unused space by clearing it to sell and rent out. Therefore, deinstallation of the site and leaving it in a presentable manner was the objective.
Solution
Unlike previous engagements, where TXO handled repairs on a smaller scale for its clients, this case demanded a more comprehensive approach involving full platform installation and complex voice software setup. We worked closely with the client’s engineering team, conducting extensive meetings to ensure a successful integration of the platform. This joint effort extended to our tech and software teams, crafting a bespoke test procedure aligned with the client’s standards. Here are some more details on what went into it.
David Evans, Head of Asset Recovery & Services at TXO said:
“Working on this project has been a defining moment for us. Our expertise in repairs of the Alcatel ISAM 7300/7330 platform really shone through, leading to significant savings and operational improvements for our client. This collaboration goes beyond a traditional client-provider relationship; it’s a partnership built on mutual trust, shared goals and a commitment to excellence. We’re excited about the future and the continued positive impact our work will have on our client’s operations.”
Result
Pre-agreement phase
During the preliminary stages of installation and set-up, we established a comprehensive repair price book for all of the units in the Alcatel ISAM 7300/7330 platform, laying the essential groundwork for cost-effective maintenance. This extended to an agreement on an annual minimum repair quantity, providing a transparent and steadfast commitment that directly addressed the client’s concerns surrounding operational costs. Another key aspect of our successful partnership was establishing clear performance standards and expectations in the form of Service Level Agreements (SLAs). To further streamline the repair process we extended our planning arrangements to cover all of the wider aspects of the service including, but not limited to, logistics planning, packaging, shipping, buffer stock and storage procedures. Working closely with the client and their legal team, we created a new contract that reflected the growing and strengthened partnership, adding to a smooth and efficient repair process.
Post-agreement phase
As the partnership progressed into the post-agreement phase, we formed a dedicated repair operations team available daily on Microsoft Teams. This team provided real-time updates during the critical installation and testing phases and played a crucial role in facilitating the seamless setup of the voice emulator software, a pivotal component in the repair process.
Repair phase
We provided ongoing support during the repair phase, and added more engineers to our team as needed, making sure challenges were dealt with quickly and contributing to the project’s success. Our regular catch-up meetings with the client were crucial for clear communication, ensuring a smooth transition and promptly resolving any emerging issues. This included sharing daily work-in-progress (WIP) reports, and a monthly report with details about individual faults and how our engineers had repaired the units. To avoid no-fault-found (NFF) items coming back into stock twice for repairs, we introduced a red light system, thereby improving the overall repair rate and avoiding the risk of double repair.