Qcom provides a selective outsourcing solution for this parking access and security specialist, delivering a planned preventative maintenance programme and providing scalable field repair services in support of an in-house engineering team.

At a Glance

• Delivering planned preventative maintenance on a full suite of parking technologies in thousands of locations across the UK & Ireland.
• Service delivery to manufacturer standards thanks to a comprehensive and ongoing training programme plus spare parts inventory management.
• Nationwide Qcom field engineering teams also available to support break-fix requirements as cover for peak periods, staff absence, and one-off projects.

The Need

Our client, a market leader in parking access and security technology, required additional engineering resources to work alongside an in-house team.

As well as taking responsibility for the planned preventative maintenance programme, the client wanted a technical partner capable of supporting existing break-fix operations during peak periods of demand, or as cover for annual leave or sickness.

The Challenge

The company’s technology, including ticketing, cash, card and contactless payment machines, barriers, and automatic number plate recognition (ANPR) systems, is installed at thousands of locations throughout the world.

Sites include busy and/or critical infrastructure locations such as airports, retail parks, and sporting facilities. This equipment requires preventative maintenance on either an annual or biannual cycle, depending on location, criticality, and contracted service level agreements.

Across the UK and Ireland, a rapid response is also required to an average 700 break-fix calls a month.

The Solution

Qcom worked closely with this technology company to produce a comprehensive solution that not only delivered preventative maintenance, but also a flexible engineering resource capable of delivering a full suite of technical services whenever required.

The bedrock of the proposal was a comprehensive training programme for Qcom engineers, rolling out the learning from early pilot projects to our field teams across the UK and Ireland.

Regular supplemental training ensures Qcom engineers continue to operate to manufacturer standards on all new, as well as legacy, technology.

To support both maintenance and break-fix services, Qcom also manages an inventory of manufacturer spare parts.

Integrating seamlessly with the in-house engineering team, Qcom’s Partner Portal allows for live two-way reporting and communication.

Full service level reporting is provided on a regular basis.

The Results

Qcom provides preventative maintenance on parking technology throughout the UK and Ireland.

In addition, our field engineering team supports the in-house engineering team, helping them meet demanding break-fix requirements on hundreds of units every month.

By outsourcing part of its technical services programme to Qcom, the client has gained access to a high-quality, scalable engineering resource and dedicated support infrastructure, available to help the business respond to future opportunities or operational challenges.