The Challenge

The NPD Group contacted Arch Technology Solutions because they were dissatisfied with their OEM support. 

Since data collection and access to that data is so vital to the business, The NPD Group needed streamlined access to the highest levels of support, round the clock coverage, and quick equipment replacement. The NPD Group's OEM support level agreement (SLA) was not meeting those needs and upgrading the support levels meant a significant boost in maintenance spending.

The company needed an alternative, one that could provide the support the business demands without sacrificing the needs of the budget.

The Solution

Arch Technology Solutions started by performing an expert review of The NPD Group's network coverage needs. 

With a comprehensive understanding of the client’s coverage needs, Arch Technology Solutions' experts reviewed each of The NPD Group's existing service agreements, both those provided by third-party vendors and those included in the client’s hardware purchases. The Arch Team then developed an SLA that meets every performance and operational requirement without exceeding the company's budgetary limits. 

The Results

As a result of their work with Arch Technology Solutions, The NPD Group is receiving superior support for less than the cost of its previous, underperforming OEM contract. The maintenance agreement through Arch delivers on every performance requirement and costs 60 percent less than the OEM contract.

Partnering with Arch Technology Solutions has allowed The NPD Group to eliminate costly support failures. In addition to receiving superior support, the client’s agreement with Arch Technology Solutions provides peace of mind and decreases overall network maintenance spending. 

Data Points

• 60% reduction in the cost of support
• Superior network maintenance
• Decreased downtime