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Gold Coast Broadband Delivers Better Service to Customers and Reduces Support Costs

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Gold Coast Broadband Delivers Better Service to Customers and Reduces Support Costs

Posted by Arch Technology on Nov 4, 2019 5:40:10 PM

The Challenge

Gold Coast Broadband customers rely on the company to deliver fast, reliable service. As such, the provider must adhere to the highest levels of network performance. A failure within their own network directly affects their customers and lowers trust and satisfaction within their customer base. 

As with all services providers, Gold Coast Broadband is continually striving to provide better performance at a lower cost to customers. Every dollar spent on network maintenance support and connectivity not only impacts operational expenditures, but it also drives up the cost of service for their clients.

Case performance time (the time it takes to resolve an open case) and downtime reduction were the primary concerns for Gold Coast Broadband. They found that once a problem was realized, the time required to solve the problem was unacceptably long. Through metric tracking, the team also determined that issues were occurring with increasing frequency. 

The company needed a maintenance service solution that could ensure the highest levels of support and the fastest response times without becoming cost-prohibitive.

The Solution

To begin, Arch Technology Solutions experts thoroughly reviewed Gold Coast Broadband's uptime needs to verify accuracy and feasibility. As part of this assessment, Arch Technology Solutions' experts reviewed the client’s in-house hardware and existing service level agreements.

With a comprehensive understanding of the client’s uptime needs and existing equipment, Arch Technology Solutions' experts developed a service level agreement that provided the highest level of coverage for the network's most critical equipment, core switches — applying bespoke coverage to the most important equipment improves uptime. However, since the coverage is not unnecessarily applied to less critical equipment, maintenance costs remain low. 

To reduce overall issue occurrences, Gold Coast Broadband's SLA provides proactive maintenance support that catches potential network failures before they impact service delivery.

The Results

As a result of their work with Arch Technology Solutions, the Gold Coast Broadband team has reduced mean-time-to-resolution and frequency of issue occurrences while simultaneously reducing overall maintenance costs by 50%.

Partnering with Arch Technology Solutions has allowed Gold Coast Broadband to eliminate costly equipment replacement demands and increase uptime by ensuring the appropriate maintenance levels for every piece of hardware.

In addition to significant cost savings and better service, Gold Coast Broadband's agreement with Arch Technology Solutions provides peace of mind. With more than thirty years of experience and 300+ certified engineers, Gold Coast Broadband knows that every support call to Arch is addressed quickly and efficiently – and with a singular focus on the fastest resolution possible. 

Data Points

  • 50% reduction in maintenance costs
  • Mean-Time-to-Resolution reduced
  • Better proactive maintenance

Topics: Case Performance Time and Downtime Reduction


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