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Market Leader Leaves OEM Support and Decreases Costs and Downtime

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Market Leader Leaves OEM Support and Decreases Costs and Downtime

Posted by Arch Technology on Oct 4, 2019 6:39:03 PM

The Challenge

Cognex Corporation contacted Arch Technology Solutions to learn more about their network support options. As a long-time user of OEM supplied maintenance, the company was hesitant to switch to an independent maintenance provider. However, increased downtime driven by the poor case resolutions provided by the OEM forced the company to seek out alternatives.

As an international company, Cognex Corporation needed a supplier that could provide manageable global coverage while decreasing the company’s internal administrative burden.

The Solution

Arch Technology Solutions experts assessed the client’s coverage needs. To ensure accuracy, Arch’s experts reviewed the client’s in-house hardware, business processes, existing maintenance contracts, and operating procedures.

Based on a comprehensive understanding of the client’s coverage needs, equipment entitlements, and all contracts and suppliers, Arch developed a support level agreement to provide global support for all of the company's assets and manage all other support contracts. 

The Results

As a result of their work with Arch Technology Solutions, Cognex Corporation realized more than 65% savings compared to their OEM-provided support.  

Since all support is managed under one Arch contract, the company relies on a single point of contact for all support needs. Coordination and continuity have increased case performance and significantly decreased downtime.

Partnering with Arch Technology Solutions allowed Cognex Corporation to maintain the highest levels of service while decreasing downtime and costs without compromising critical client functions. 

Data Points

  • Greater than 65% savings over OEM provided support
  • Single point of contact for all case resolution
  • Decreased downtime

Topics: Service Level Agreements, OEM Support, IT Maintenance


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